Description

SUMMARY/OBJECTIVE:

Salience Health serves patients in our communities by utilizing a collaborative, team approach to consider ALL aspects of a person’s health. Through comprehensive assessments and patient education, we can formulate a comprehensive treatment plan specifically catered to the patient. Our Salience Health team is comprised of uniquely diverse individuals who have come together to build an innovative and dynamic platform with each team member collaborating to improve the health and well-being of those we serve. 

We are seeking an energetic individual to join our Patient Liaison team and become a key player in growing the Salience Health Network though assisting patient needs, managing doctor referral pipelines, and enhancing brand awareness. This entry-level position is the launching point for a promising career in healthcare.

As a Patient Liaison Agent, you will play a crucial role in educating our patient population about TMS, CBT therapy, digital neuro assessments, and other patient services. Patient Liaison Agents will check out the patients, via telehealth or in-person, and coordinate follow up care with any referred services. You will schedule follow up appointments, collect payment, and educate patients about potential assessment orders. These team members are a huge asset to our Medical Assistants, Digital Neuro Team, and Medical Directors at all locations.

Successful candidates must have a strong work ethic, a passion for mental health, the desire to improve behavioral healthcare delivery, the drive for self-improvement, a “continued learned” mentality, and the motivation to not only meet but exceed goals and monthly targets. This role will be groomed to propel you into a greater role within Salience Health. 

JOB SPECIFICATIONS:

- All responsibilities and duties included above, but not limited to.

- Full-time employee 

- Expected hours of 8:00 am to 5:00 pm*

- Working knowledge of Microsoft Office Applications and internet navigation

- EMR (InSync) and Salesforce knowledge preferred

*Hours may vary depending on need.

REQUIRED EDUCATION/EXPERIENCE:

- College Degree or equivalent combination of education and experience

- 0-2 years of sales experience, customer service, or lead generation

- 0-2 years of healthcare experience

- 0-2 years of call center experience

- Knowledge of Salesforce preferred but not required

ESSENTIAL FUNCTIONS/SKILLS:

- Exceptional customer service skills

- Positive can-do attitude

- Ability to think critically and react during complex situations

- Self-motivated and highly organized

- Team player yet capable of working independently

- Driven and tenacious with the ability to be professionally persistent and persuasive

- Customer/personal service-oriented sales

- Ability to learn and follow sales methodology to achieve goals

- Excellent verbal and written communication skills

- Excellent probing and active listening skills

- Ability to multi-task and stay on track

- Excellent organizational, analytical, and problem-solving skills

- Ability to conduct extensive cold calls and email campaigns

- Be humble, coachable, great to work with and open to trying new things

- Persistent, persistent, persistent

- Empathy and compassion for mental health improvement.

- Ability to shift and adapt on the fly. 

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Environment:

Office setting with employee cubicle or desk. Not substantially exposed to adverse environmental conditions

Physical Demand:

- Light-Exerting up to 25 lbs. of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects

- Frequently: 46-100%

• Standing on feet for extended periods of time, Stooping, Kneeling, Crouching, Continuous Key-stroke Movement, Grasping, Talking, Hearing, Repetitive Motion, Standing, Walking, Driving, Reaching, Pushing, Lifting

- Ability to be on the phone 70-95% of the day. 

- Occasional help with moving or building light office furniture.

Vision: 

Close visual acuity is required to perform such activities as: viewing a computer terminal for long periods of time, dialing phone numbers multiple times a day, and extensive reading

EEOC Disclosure: 

Salience Health is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

COMPENSATION PLAN FOR LEVEL I

Training Level – independent on NP line with a 2-week run rate of Booking NP Appt per call conversion rate of > 25%, passing final benchmarks from Trainer assigned

Level 1 – NP Line

- Comp - $21/hr. base 

- Quality Metrics Incentive possible starting after 30 days

- Order Incentive Possible after full EP training and calling on and making orders

• Can stay assigned NP and if working orders and achieving benchmarks of contribution & coordination, can qualify for group Order Incentive

NP Line Duties:

- Book New patients to appropriate provider based on patient care needs and provider scope of care

- NP Confirmation Calls for intake

- NP DNKAs Reschedules

- PPG Referral Mgmt. & Coordination

- NP Waitlist to Reschedule

- NP Team Assignments

- Web Leads/Forms for NP

- Calling on Orders (as Trained to after 20-30 days)

- Updating NVP Chat with Insurance Cheat Sheet Weekly 

- Internal Referrals Across Specialty/Providers

- SH Leads 

Requirements

RESPONSIBILITIES/DUTIES:

- Check out, educate, and collect payment for that day’s patient services if not already collected 

- Be present and able to answer any in-person inquiries at the Front Desk

- Stay current on up to date on process and workflow changes.

- Full understanding of Electronic Medical Reporting (EMR) system and how to interpret provider schedules.

- Full understanding of EZ pay, payment plan options available, and how to set up a payment plan. 

- Working knowledge on health insurance and how it applies to behavior health.

- Meet or exceed key activity metrics for daily calls, emails, and consultations booked.

- Collaborate closely with the Medical Assistant and Digital Neuro team to ensure we are providing the best care to our patients and our practices. 

- Expand knowledge of the current status of mental health and help Salience Health become the standard in behavioral health delivery. 

- Educate and schedule patients for any CBT therapy or Digital Neuro services referred by a Salience Health provider. 

- Work with cohesively with the other teams and departments to effectively address and resolve complex issues in a timely manner, while aligning their actions with the values set by Salience Health.

- Provide detailed information on bookings and patient interactions and promote additional services.

- Effectively manage escalations through the appropriate channels, ensuring the appropriate accountability, communication, sense of urgency, and follow through requirements are outlined.

- Perform other tasks as assigned by supervisor