Access Counselor - Remote

Overview

As an Access Counselor, you will serve as the primary point of contact for patients, playing a vital role in guiding them through their healthcare journey. You will manage inbound communications from prospective and established clients as well as facilitating outbound phone calls, text messages and emails which will provide education on services, scheduling appointments, and assisting with pre-appointment form completion. By troubleshooting technical issues, verifying insurance, and maintaining accurate patient records, you will ensure a seamless experience while upholding HIPAA compliance. As the face of the organization, your focus on patient engagement, satisfaction, and timely problem resolution is essential in delivering high-quality virtual healthcare services.

In Short

• Interact with current and prospective patients to drive engagement and schedule appointments.
• Educate patients about healthcare offerings, including services like BPS assessments and medication management.
• Perform initial patient screenings and provide information on healthcare services.
• Use motivational interviewing techniques to build relationships and ensure patient satisfaction.
• Handle high volumes of inquiries and outreach follow-up via phone, text, and email related to appointment scheduling, rescheduling, and administrative matters.
• Maximize provider schedules by efficiently scheduling appointments and reducing no-show rates.
• Maintain patient charts by documenting demographic and insurance information and ensuring form completion.
• Verify patient insurance eligibility and assist with troubleshooting during the virtual care process.

Requirements

• 1-3+ years in a full-time, patient-facing role in a healthcare setting
• Tech-savvy, with the ability to self-teach new platforms and work across multiple systems/applications simultaneously
• Strong communication skills, both verbal and written, with the ability to screen patients over the phone and provide accurate, satisfactory answers to queries and concerns
• Calm and professional demeanor during all patient interactions, especially with those dealing with addiction or mental health disorders
• High sense of urgency and the ability to independently manage time and resources to meet deadlines
• Experience in appointment scheduling and patient communication, ensuring high attention to detail and accuracy
• Thrives in a fast-paced, rapidly changing environment
• Effective problem-solver, able to think quickly on your feet
• Passion for increasing access to high-quality, affordable behavioral health care
• Familiarity with Google, EHRs, HIPAA compliance, and 42 CFR regulations
• Eligibility to work in the United States. We are not able to provide or assist with visas or attaining work eligibility

Benefits

• W2, Full-time hourly position
• Monday - Friday schedule; No on-call or weekend shifts
• Health, Dental, Vision Insurance benefits
• Vacation, Holiday and Sick time