Patient Care Specialist
Core
Support clients and families throughout behavioral health treatment by coordinating care, managing schedules, and ensuring enrollment in treatment plans and financial agreements.
Role type
Patient Care Specialist (Customer Success/Operations)
Builds
Client treatment experience and operational efficiency for behavioral health programs
Domain
Behavioral Health / Mental Health / Substance Use Disorder
Deliverable
client delivery
Required skills
outbound communication, care coordination, insurance benefits explanation, financial enrollment, CRM management, contact center operations, HIPAA compliance, appointment scheduling, data documentation
Preferred skills
health insurance knowledge, medical billing practices, bilingual English proficiency
Technologies
Salesforce, contact center technology, Slack, G-suite, Microsoft Office, Zoom, EMR
Responsibilities
Place outbound calls, emails, and texts to admitted clients to ensure treatment plan enrollment; Reach out to clients to ensure understanding of insurance benefits and completion of financial enrollments; Act as a liaison between patients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical); Support client-related requests from the Clinical Care team; Identify gaps in treatment attendance and proactively resolve issues; Communicate aftercare resources and schedule post-treatment appointments; Manage client schedules and reschedule appointments; Complete all documentation in a timely and accurate manner; Meet KPIs including appointment scheduling, financial agreements, call volume, and customer satisfaction scores.
Seniority
Individual Contributor, 2+ years experience