Patient/Care Scheduling Specialist

Charlie Health•New York City, NY

21d•Remote

About The Position

Charlie Health is looking for a dynamic, passionate individual to support our incredible clients and families throughout treatment as a Patient/Care Scheduling Specialist. This candidate will welcome clients and families into our program post-admission, build rapport, and provide care coordination and customer service to ensure all client needs are met throughout their time in treatment. The Care Experience Specialist - Client Enablement will also act as the liaison between clients and other internal Charlie Health teams to provide a primary point of contact and an unparalleled experience for those in our care. The Client Enablement team has the dual mission ensuring clients get the most out of their care at Charlie Health while identifying and correcting barriers to this care before they occur. We’re a team of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today.

Requirements

Upholds Charlie Health's Mission, Vision, and Values and takes great pride in providing clients with exceptional service in order to support their mental health journeys
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) required
1-2 years of experience using contact center technology
1-2 years of experience customer financial discussions (Health insurance experience and knowledge of medical billing practices a strong plus)
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 and native or bilingual English proficiency
Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR)

Responsibilities

Place outbound calls, emails and texts to admitted clients to ensure they fully enrolled in their treatment plan
Reach out to clients to ensure they understand their insurance benefits and have successfully completed their program financial enrollments
Act as a liaison between patients and internal Charlie Health teams such as, Admissions, Billing, Utilization Review, Outreach and Clinical Support client-related requests from the Clinical Care team to improve the patient’s experience
Identifying gaps in treatment attendance and reaching out to clients to resolve issues with treatment that may be leading to non-attendance proactively
Communicate aftercare resources (i.e. outpatient therapy providers) to families and work with families to schedule appointments post-Charlie Health
Managing client schedule, scheduling and rescheduling appointments
Complete all documentation in a timely and accurate manner
Adapt to organizational change and departmental restructuring to fit the needs of our clients, families, and referral sources
Meet determined KPIs including: Appointments scheduled, financial agreements completed, daily call volume, issue resolution rate, time to resolution, aftercare appointment scheduling rate, customer satisfaction scores etc.