Fulfillment Resolution Analyst
OneDigital
Cloud
Patient Finance Specialist
Charlie Health
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- 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.
Requirements
- Upholds Charlie Health's Mission, Vision, and Values and takes great pride in providing clients with exceptional service in order to support their mental health journeys
- 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 (Health insurance experience and knowledge of medical billing practices a strong plus)
- 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 and native or bilingual English proficiency
- Proficiency with cloud-based communication and software (Slack, G-suite, Microsoft Office, Zoom & EMR)
