Mood Health

Customer Support

• Respond to patient inquiries via phone, email, text, and ticketing systems
• Provide empathetic, clear guidance regarding scheduling, care options, and next steps
• Support appointment confirmations, rescheduling, cancellations, and transfers
• Assist patients with provider changes, availability questions, and follow-up care needs
• Address concerns and escalate appropriately when needed
• Manage scheduling workflows including re-referrals, therapy scheduling, and provider transfer requests
• Conduct proactive outreach to patients to assist with booking and attendance
• Monitor scheduling queues and take timely action to move patients toward care
• Support missed or canceled appointment follow-up workflows
• Coordinate scheduling changes related to provider availability, leave of absence, or departures
• Assist with insurance verification workflows and patient questions related to coverage and billing
• Support documentation and coordination related to payer requirements
• Help patients understand financial responsibility and next steps when needed
• Manage multiple support queues and prioritize tasks based on urgency and impact
• Process internal tickets related to potential changes in a patient’s account
• Support records requests and coordination of care activities
• Review patient feedback and assist with service recovery efforts
• Maintain accurate documentation in internal systems
• Assist providers with scheduling coordination and operational requests
• Communicate cross-functionally with Bookings, Clinical Operations, Insurance, and Technology teams
• Help execute process improvements and pilot new workflows

Patient Support Specialist