HEALTHCARE SUPPORT SPECIALIST (Patient Liaison)-McKinney - #249898

Description

About the Company - Salience Health:

Salience Health serves patients in our communities by utilizing a collaborative team approach to consider all aspects of a person’s health. Our Salience Health team is comprised of diverse individuals who have come together to build an innovative and dynamic platform with each team member collaborating to improve the health and well-being of those we serve.

We are seeking top performers to join our Patient Experience team and become a key player in growing Salience Health through excellent patient outcomes, positive patient experience, and working together with leaders in care.

As a Patient Liaison, you will play a crucial role in engaging patients in need through various support & communication methods, handling inbound and outbound communication with patients, patient scheduling, new patient registration, navigating insurance, and other call center & central responsibilities.

As a Patient Liaison, you will also verify insurance benefits, collect payments, and coordinate with clinic staff and other teams at all locations to provide the best patient experiences and follow through on patient needs

Successful candidates must have a strong work ethic, a passion for mental health, the drive for self-improvement, a “continual learning” mentality, and the motivation to not only meet but exceed goals. By serving our providers and clinics, we can support premium patient outcomes. Note: This position will work out in a clinic environment.

Compensation And Benefits

• Training Level Wage – $19.50 for first 90 days, or once independent on both Existing & New Patient call lines & work processes, whichever first.
• Regular Wage - $21/hr. base, once qualified based on above.
• Incentive for Role – Eligible for Quality Metrics Incentive starting after 30 days and actively engaging with patient care facilitation.
• Metrics include, but are not limited to, average daily call volume, appointment completions, completion rates, patient collections, Ancillary support, etc. and are subject to change.
• Benefits - Health Insurance, paid time off, and other benefits like dental, vision, long-term disability, 401K, etc.
• Opportunity for career growth and advancement.
  
  

RESPONSIBILITIES: All responsibilities and duties included above but not limited to.

• Patient Inquiries:
• Answer phone calls, emails, and other communication channels to assist patients with questions regarding services, appointments, billing, and insurance.
• Provide accurate, timely, and detailed information to patients regarding healthcare services, policies, and procedures.
• Appointment Scheduling:
• Schedule and coordinate patient appointments, including follow-up visits, tests, and consultations with healthcare providers.
• Reschedule appointments as needed and ensure patients are informed of any changes to their schedule.
• Screen and register new patients with an appropriate care team based on location, insurance, and specific care needs.
• Provide detailed information on appointments and patient interactions to clinical staff.
• Insurance and Billing Support:
• Assist patients with verifying insurance coverage eligibility and explaining insurance benefits and policies.
• Process payments, setting up payment plans, and payment expectations and documentation.
• Address patient questions related to billing, including providing information about costs, co-pays, and payment options.
• Working knowledge of health insurance and how it applies to behavioral health and primary care.
• Problem Resolution:
• Resolve patient concerns related to scheduling conflicts, billing discrepancies, or other service-related issues.
• Stay current on processes, workflow changes, and manage schedules for providers across all Salience locations.
• Escalate complex or unresolved issues to the appropriate department or management.
• Patient Records and Documentation:
• Maintain accurate patient records, ensuring that all information is up-to-date and properly entered into the system.
• Full understanding of Electronic Medical Reporting (EMR) system and how to interpret provider schedules and patient accounts.
• Ensure confidentiality and compliance with HIPAA regulations when handling patient information.
• Collaboration:
• Work closely with other healthcare staff, including medical providers, medical assistants, clinic front desk staff, and insurance teams, to ensure seamless patient service and communication.
• Providing patient education and scheduling related to provider orders and internal services such as CBT Therapy, Cognitive or Genetic Testing, TMS Therapy, etc.
• Communicate effectively with patients and internal teams to ensure smooth operations.
• Customer Experience:
• Demonstrate empathy and patience in all interactions with patients, ensuring a positive experience.
• Continuously seek ways to improve the patient experience through feedback and proactive service enhancements.
• Expand knowledge of the current status of mental health and help Salience Health become the standard in behavioral health delivery.
  
  

Work Schedule

• Full-time employee
• Expected hours of 8:00 am to 5:00 pm*
• *Hours may vary depending on need.
  
  

Desired Attributes

• Positive can-do attitude, Team player yet capable of working independently
• Ability to think critically and react during complex situations
• Ability to multi-task and stay on track
• Be coachable, team player, and adapting to growth & change.
• Strong with first impressions, able to support a positive patient experience.
• Empathy and compassion for mental health improvement.
  
  

Requirements

Required Qualifications:

• Education
• High school diploma or equivalent required
• Previous healthcare experience, OR College education with customer service experience.
• Experience
• 2+ years of customer service, sales/retail, lead mgmt., or customer facing roles.
• 1-3+ years working in call center OR healthcare role with patient interaction.
• Working knowledge of Microsoft Office Applications, computer & internet navigation
• EMR (Athena) and/or Salesforce knowledge preferred
• Skills
• Ability to use EMR, Microsoft Office Suite, and efficient in computer systems navigation.
• Working knowledge of insurance navigation preferred
• Excellent communication skills, both verbal and written.
• Strong organizational skills with the ability to multitask.
• Proficiency with medical office software and general office equipment (e.g., phones, computers, fax).
• Knowledge of medical terminology and HIPAA compliance is preferred.
• Ability to maintain confidentiality and manage sensitive information with discretion.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.