Patient Finance Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Conduct outbound calls, send emails, and text messages to admitted clients to ensure their full enrollment in the treatment plan.

• Contact clients to clarify their insurance benefits and confirm successful completion of their program financial enrollments.

• Serve as a liaison between patients and internal teams at Charlie Health, including Admissions, Billing, Utilization Review, Outreach, and Clinical.

• Assist the Clinical Care team with client-related requests to enhance the patient experience.

• Identify gaps in treatment attendance and proactively reach out to clients to address any issues that may contribute to non-attendance.

• Communicate aftercare resources (such as outpatient therapy providers) to families and collaborate with them to schedule post-Charlie Health appointments.

• Manage client schedules, including the scheduling and rescheduling of appointments.

• Ensure all documentation is completed accurately and in a timely manner.

• Adapt to organizational changes and departmental restructuring to meet the needs of clients, families, and referral sources.

• Achieve established KPIs, including scheduled appointments, completed financial agreements, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, and customer satisfaction scores, among others.

⛳️ Requirements

• Adhere to Charlie Health's Mission, Vision, and Values.

• High school diploma or equivalent qualification.

• Exceptional written and verbal communication skills.

• At least 2 years of experience in a customer/patient success or support role.

• 1-2 years of experience with Salesforce (or a comparable CRM platform) is required.

• 1-2 years of experience utilizing contact center technology.

• 1-2 years of experience in customer financial discussions (knowledge of health insurance and medical billing practices is a strong advantage).

• Strong multitasking abilities and capacity to thrive in a fast-paced environment.

• Displays a high degree of emotional intelligence.

• Familiarity with HIPAA policies and procedures.

• Authorized to work in the United States with native or bilingual proficiency in English.

• Proficient in cloud-based communication and software tools (such as Slack, G-suite, Microsoft Office, Zoom, and EMR).

🏝️ Benefits

• Comprehensive benefits package for all full-time, exempt employees.