Author Health

Customer Support

• Handle all incoming patient inquiries with professionalism, efficiency, and compassion, serving as the primary point of contact for every patient.
• Adhere strictly to the Inbound Call Procedure and Scripting, including the Standard Greeting Script, for consistent and empathetic communication.
• Triage and resolve common inbound call reasons, including initial scheduling, re-scheduling, appointment troubleshooting, insurance/billing questions, patient feedback/complaints, medication status questions, and urgent patient needs
• Provide support for appointment management, including verifying appointment times and rescheduling appointments.

Patient Support Specialist

Manager

• Develop, implement, and oversee care management policies, procedures, and protocols for behavioral health and medical care.
• Lead and supervise a multidisciplinary Care Management team organized in a “pod” model.
• Manage care coordination processes across multiple payor environments.
• Ensure compliance with regulatory requirements related to care management and patient care.
• Support the design and implementation of strategic initiatives.
• Participate in interdisciplinary meetings and committees.
• Coach members of the Care Management team to enhance performance.
• Monitor and analyze data related to care management outcomes.
• Promote a culture of excellence, professionalism, and continuous improvement.
• Conduct regular assessments of patient needs and develop individualized care plans.
• Coordinate transitions of care and ensure continuity across different levels of care.
• Collaborate closely with interdisciplinary teams of health care providers.

Patient Support Specialist

Clinical Manager, Care Management Services