- 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.
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