Enrollment Coordinator

April Health•Durham, NC

2d•$45,000 - $50,000•Remote

About The Position

April Health is working to deliver high-quality, virtual behavioral health services to patients in the United States. Through the Collaborative Care model, an evidence-based model for treating behavioral health issues in primary care, April Health enables access to behavioral health services through doctors that patients already know and trust. April Health partners with primary care, women’s health, and pediatric practices to provide a hybrid behavioral health solution that combines human care management with AI-driven support to improve patient outcomes, reduce provider burden, and generate new revenue for our partners. Patients conduct regular appointments with our behavioral health care managers, receive guidance from psychiatrists, and our AI Therapeutic Coach helps patients between appointments, maximizing the value that patients receive in our program.

Requirements

Degree in healthcare, social work, or related field (Bachelors preferred)
2+ years of experience in a healthcare, behavioral health, or administrative role
Strong communication skills, both verbal and written, with the ability to interact with diverse populations
Proficiency with data entry and experience using EHR/CRM systems
Comfort and experience working in a remote fast-paced startup environment
Dedicated quiet space with high-speed internet (download speeds of at least 100 Mbps and upload speeds of 20 Mbps) for making calls to patients/partners

Nice To Haves

Experience in behavioral health settings
Familiarity with the Collaborative Care Model
Bilingual – Fluent in Spanish and English (spoken and written)
Knowledge of medical terminology and patient intake processes
Demonstrated ability to collaborate and communicate effectively in a team setting

Responsibilities

Monitor multiple Electronic Health Record systems (i.e., AthenaOne, TouchWorks, EPIC) for new referrals and provider communication
Serve as the first point of contact for referred patients, providing a welcoming and supportive experience
Independently own and manage the patient referral entry and outreach queue - making up to an average of 50 calls/day with associated data entry
Educate patients about the Collaborative Care Model, its benefits, and what to expect during enrollment.
Contact disengaged and unreached patients as well as those who request rescheduling of their intake
Utilize de-escalation techniques when engaging patients who are frustrated or emotionally distressed with compassion
Follow safety protocols to recognize and appropriately respond to patients expressing thoughts of self-harm or crisis
Communicate with patients via phone, SMS, and email to complete the enrollment process
Collaborate with healthcare providers and internal care teams to ensure seamless coordination and prompt updates on patient status
Assist patients in understanding and verifying their insurance coverage as needed