Patient Care Specialist

The role

The Patient Care Specialist supports clients and families throughout treatment. This person provides care coordination, customer service, and acts as a liaison between clients and internal teams.

What you will do

• Place outbound calls, emails and texts to admitted clients to ensure enrollment in treatment plans
• Reach out to clients regarding insurance benefits and financial enrollments
• Act as a liaison between patients and internal teams like Admissions, Billing, and Clinical
• Support client-related requests from the Clinical Care team
• Identify gaps in treatment attendance and reach out to clients to resolve issues
• Communicate aftercare resources to families and work to schedule post-program appointments
• Manage client schedules and appointment rescheduling
• Complete all documentation in a timely and accurate manner
• Adapt to organizational change and departmental restructuring
• Meet determined KPIs including call volume, issue resolution, and customer satisfaction scores

Required qualifications

• High school diploma or equivalent
• Excellent written and verbal communication skills
• Minimum 2 years experience working in a customer/patient success or support role
• 1-2 years of Salesforce experience (or equivalent CRM platform)
• 1-2 years of experience using contact center technology
• 1-2 years of experience customer financial discussions
• Strong ability to multitask and work in a fast-paced environment
• Demonstrates a high level of emotional intelligence
• Knowledge of HIPAA policies and procedures
• Work authorized in the United States
• Native or bilingual English proficiency
• Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR)

Nice to have

• Health insurance experience and knowledge of medical billing practices

Benefits

• Comprehensive benefits to all full-time, exempt employees

Before you apply

• Role is not available in certain states: AK, ME, DC, NJ, CA, NY, MA, CT, CO, WA, OR, or MN
• Must complete several state background checks for clearance to see clients
• Florida requires a fingerprint based background check

About the company

Charlie Health connects the world to life-saving behavioral health treatment through personalized, virtual care. The organization focuses on people with complex needs to expand access to meaningful care.