Patient Finance Specialist

Summary

Charlie Health is a rapidly growing organization focused on providing personalized, virtual care for mental health treatment. They are seeking a Patient Finance Specialist to support clients and families throughout treatment by ensuring they are fully enrolled and coordinating care while acting as a liaison between clients and internal teams.

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

Skills

• 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)

Qualifications

Must Haves

• 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)

Benefits

• Cost for the Florida fingerprint based background check will be paid for in full by Charlie Health.