Client Liaison Representative

LOCATION: REMOTE

REPORTS TO: CLIENT LIAISON MANAGER

ABOUT OPEN MIND HEALTH

We are a collaborative team of mind-body-spirit experts who provide innovative, evidence-guided, and virtual care to help people heal and thrive in the real world today. Open Mind Health provides virtual psychiatry, talk therapy, and complementary modalities such as hypnotherapy to enhance wellbeing and personal evolution in a coordinated care plan.

We have developed customized Wellness Tracks for all people to address Core Symptoms, Core Life Domains, and Diverse Populations, including LGBTQ , Veterans, and people of color. Artificial Intelligence-guided ongoing assessment and evaluation uses targeted approaches to realize optimal outcomes for clients. Visit us at openmindhealth.com.

Open Mind Health providers seek to understand the whole person in their encounters with clients, evaluate areas of strength and opportunity, and develop a comprehensive and accountable plan that brings clients to a state of balance, with ultimately progressive movement in their personal evolution. Our concept brings our various healing modalities as appropriate, including medication management, therapy, and complementary & alternative approaches to help our clients live their best lives.

Founded in 2021, Open Mind Health has expanded rapidly to provide services virtually in over 15 states and expects to offer services nationally by the end of 2024. Individuals who thrive in an environment of excitement, expansion, and innovation will likely find a home at Open Mind Health. This is an opportunity to join a fast-growing behavioral health startup, demonstrate your skills and abilities, and position yourself for career growth.

ABOUT THE ROLE

Our Client Liaisons are skilled and relentless in setting client appointments for the clinical team. They assist existing clients in setting up recurring appts, facilitate new referrals, identify opportunities for new clients, and accommodate clients in available spots on short notice.  They also facilitate appointment completion and billing by ensuring intake documents are completed and insurance or payment sources are verified.  Additionally, they synchronize clinical provider calendars to ensure efficient and speedy access to care and optimize provider time. 

JOB RESPONSIBILITIES

• Guarantee every client has an exceptional experience with Open Mind Health.

• Be an ambassador of OMH and master an understanding of our services, philosophy of care, and technologies to effectively explain to clients what they can expect when using the Personal Health Portal. 

• Overcome objections to secure recurring appointments to ensure continuity of care. 

• Prioritize appointment setting and follow-ups (ensuring clients are well informed of what to expect to facilitate their care and to maximize revenue as well as follow up with clients who missed appointments or are missing information to confirm the appt). 

• Utilizing a call-first approach, followed by text and email to optimize booked appointments. 

• Achieve a minimum of 40 new appointment bookings daily.  Opportunity to receive a quarterly incentive bonus for consistently greatly exceeding daily appointment minimums and the team consistently exceeds targets.

• Maintain organization and manage data entry and reports. 

• Utilize Microsoft Office and demonstrate proficiency with CRM systems such as Zoho CRM and Charm EHR. 

• Communicate with insurance companies/referrers/payers to document details of client referral, insurance information, authorization date ranges and credentials. 

• Interact with clients to book therapy, psychiatry, and/or complementary treatment sessions. Communications include gathering payment information, demographic data, further insurance details, and confirming appointment dates and times. 

• Has deep understanding of assigned payer expectations, practices and policies to ensure smooth operations and high compliance.  

• Assist with periodic payer contract reviews. 

• Actively seeks continuous quality improvement and joyfully participates in quality and safety reporting and improvement initiatives. 

• Uses personal computer to communicate by telephone, fax, email, text, EHR message in line with high standards for HIPAA compliance. 

• Owns the client experience from beginning-to-end for groups of clients covered by specific health insurance carriers. 

• Manage and schedule appointments, ensuring recurring appointments for the duration of the clients’ available authorization. 

• Screen incoming calls, handle faxes, and keep the manager and key stakeholders informed. 

• Handle confidential client information according to HIPAA standards. 

• Work independently and within a team. 

• Perform other tasks and responsibilities as assigned.

REQUIRED QUALIFICATIONS AND COMPETENCIES

• High school diploma. 

• Two plus years working in a healthcare setting, preferably in behavioral/mental health working directly with patients/clients and with electronic health records (EHR) systems. 

• Excellent people skills to work with clients, payers, and colleagues. 

• Exceptional time management and attention to detail. 

• Ability to independently self-direct activities in a remote work environment. 

• Excellent problem-solving skills and demonstrable critical thinking abilities. 

• High orientation to continuous improvement. 

• Maturity and integrity when handling confidential information, including sensitive HIPAA-governed client information. 

• Personal computer with functional camera and audio, and reliable high-speed internet (no mobile phone tethering permitted). 

• Private and noise-free work environment within the home. 

• Excellent communication and organizational skills. 

• Ability to work independently using Microsoft Office Suite. 

• Multitasking ability. 

• Ability to work at least 8 hours each day, 5 days per week (Full time). 

• Experience and willingness to work in a team environment. 

WHAT THE JOB OFFERS

• Competitive pay in the range of $15 to $18 per hour depending on experience.

• 10 days PTO per year, with increasing PTO allotment after two years of service.

• 10 paid statutory holidays per year.

• 2 days Compassion & Civics PTO to cover bereavement, voting, family care.

• Employer health care contribution.

• Dental and vision plan.

• 401(k) plan.

• $50 per month technology stipend.

• A culture of caring, compassion, and accountability.

• Opportunities for career growth and personal evolution.

Salary : $15 - $18