Patient/Care Scheduling Specialist

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

📋 Description

• Conduct outbound calls, emails, and texts to admitted clients to guarantee their full enrollment in the treatment plan.

• Reach out to clients to clarify their insurance benefits and verify that they have completed the necessary financial enrollments for their programs.

• Serve as a liaison between patients and internal Charlie Health teams, 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 contact clients to address issues that may result in 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 by organizing and rescheduling 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 set KPIs, including appointments scheduled, financial agreements completed, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, customer satisfaction scores, and more.

⛳️ Requirements

• Embrace Charlie Health's Mission, Vision, and Values, taking pride in delivering exceptional service to support clients in their mental health journeys.

• High school diploma or equivalent is required.

• Outstanding written and verbal communication skills.

• Minimum of 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 mandatory.

• 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.

• Demonstrated ability to multitask and thrive in a fast-paced environment.

• Exhibits a high level 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 (Slack, G-suite, Microsoft Office, Zoom, and EMR).

🏝️ Benefits

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