Patient/Care Scheduling Specialist

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 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 Native or bilingual English proficiency Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR)

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 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 Communicate aftercare resources 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 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.