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Charlie Health · 2 days ago

Patient/Care Scheduling Specialist

United States

Full-time

Remote

Entry Level

2+ years exp

Charlie Health is a rapidly growing organization focused on expanding access to meaningful behavioral healthcare. The Patient/Care Scheduling Specialist will support clients and families throughout treatment, ensuring they receive the necessary care coordination and customer service to meet their needs.

Health Care

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

Qualification

SalesforceCustomer serviceHIPAA knowledgeContact center technologyMedical billing knowledgeMultitaskingCloud-based softwareEmotional intelligenceCommunication skills

Required

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)