Patient Experience Advocate

About the Company – Salience Health:

Salience Health serves patients in our communities by utilizing a collaborative team approach to consider all aspects of a person’s health. Our Salience Health team is comprised of 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 top performers to join our Patient Experience team and become a key player in growing Salience Health through excellent patient outcomes, positive patient experience, and working together with leaders in care.

As a Patient Experience Advocate (PXA), you will play a crucial role managing our clinic flow and provider schedules. Performing check in & check out for the patients, via telehealth or in-person, and supporting coordination of follow up care with any ordered services.

You will schedule follow up appointments, verify insurance benefits, collect payments, and help navigate patients through care. These team members are an integral part of our clinic, and key to supporting our Medical Assistants, Ancillary teams, Care Navigators, and Medical Directors at all locations.

Successful candidates must have a strong work ethic, a passion for mental and physical health, the drive for self-improvement, and the motivation to not only meet but exceed goals. By serving our providers and clinics, we can support premium patient outcomes.

Compensation And Benefits

1. Initial Training Wage – $21.00/hr. for initial 90-180 days (depending on level of prior experience), increase to base $22.00/hr.
2. Base Wage – $22/hr. base, qualifies after review period of performance and ability to provide positive patient experience and teamwork to achieve goals.
3. Additional Team Incentives – qualify after independent from initial training, at least 90 days.
   1. Monthly Incentive Metrics include, but are not limited to, schedule optimization, timely patient collections, etc.
   2. Ranging from 0-$400+ per month depending on meeting team and individual performance goals.
4. Benefits – Health Insurance, paid time off, and other benefits like dental, vision, long-term disability, 401K, etc.
   1. Opportunity for career growth and advancement.

RESPONSIBILITIES:

All responsibilities and duties included above but not limited to:

• Patient Interaction:
  • Provide a welcoming and supportive patient experience to promote a positive atmosphere for patients and staff.
  • Be present and able to answer any in-person inquiries at the Front Desk.
  • Manage patient flow and scheduling tracking within the clinic, ensuring timely care by providers
  • Manage inbound and outbound clinic communication specific via call, text, or patient portal.
• Appointment Scheduling:
  • Full understanding of Electronic Medical Reporting (EMR) system and how to interpret provider schedules.
  • Provide detailed information on bookings and patient interactions.
  • Screen and register new patients with an appropriate care team based on location, insurance, and specific care needs.
  • Reschedule appointments as needed and accommodate emergency visit requests.
• Patient Check-In and Check-Out:
  • Perform check in and check out of appointments, ensuring completed documentation & paperwork, timely clinic flow, & smooth handoff throughout clinic.
  • Verify personal and insurance information is up to date on patient’s account.
  • Collect copays, process payments, and provide receipts.
  • Confirm patient details for insurance billing and obtain necessary authorizations.
• Medical Records Management:
  • Maintain and update patient records, ensuring all necessary documentation is up to date.
  • Ensure confidentiality and security of patient information, following HIPAA guidelines.
  • Assist in transferring medical records or sharing information with other healthcare providers as required.
• Insurance Verification:
  • Verify patient insurance details and eligibility.
  • Calculate patients out of pocket for projected services, document and collect from patient.
  • Assist patients with insurance-related inquiries and communicate with leaders and teams accordingly for follow through support and handoff where appropriate.
  • Working knowledge on health insurance and how it applies to behavioral health and primary care.
• Administrative Tasks:
  • Prepare and manage patient forms, consent forms gathered accurately, and other necessary paperwork completed fully.
  • Ensure smooth and efficient flow of office operations, including filing, faxing, and responding to messages.
  • Stay current on up to date on process and workflow changes.
  • Work 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.
• Coordination & Communication:
  • Collaborate closely with the Medical Assistants ancillary team, and Patient Liaisons 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.
  • Providing patient education and scheduling related to provider orders and internal ancillary services such as CBT Therapy, Cognitive or Genetic Testing, TMS Therapy, etc.
  • Serve as a liaison between patients, healthcare providers, and other staff members.
• Billing & Payment Processing:
  • Process payments and documentation related accurately, able to facilitate setting up payment plans, and reinforce payment expectations with patients.
  • Meet or exceed key activity metrics for collections, scheduling appointments and rendering services for patients.
• Maintain a Clean and Organized Work Environment:
  • Ensure the front desk and waiting areas are clean, organized, and stocked with necessary supplies.
  • Perform other tasks as assigned by supervisor.

Work Schedule:

• Full-time employee
• Expected hours of 8:00 am to 5:00 pm*-vary across the locations operational hours can be adjusted to support full coverage of site.
  • Some team members have early shifts like 7AM-4PM, others late shift like 9AM-6PM.
    • Offsetting shifts to cover location, varies per location and size of team.
    • Planned or unplanned time off to cover team members also impacts daily coverage shifts.
  • This can include covering nearby locations for short-term needs like Vacation, New Location, etc.

Required Qualifications

• Education
  • High school diploma or equivalent required.
  • Previous healthcare experience, OR college education with customer service experience.
• Experience
  • 1+ years with insurance verification and/or out of pocket navigation in healthcare.
  • 2+ years of healthcare experience.
  • 2+ years’ experience with collecting payments from patients or customers.
  • 3+ years of customer service, sales/retail, or customer facing roles.
  • EMR (Athena) and/or Salesforce knowledge preferred but not required
• Skills
  • Ability to use EMR, Microsoft Office Suite, and efficient in computer systems navigation.
  • Working knowledge of insurance navigation preferred.
  • Excellent communication skills, both verbal and written.
  • Strong organizational skills with the ability to multitask.
  • Proficiency with medical office software and general office equipment (e.g., phones, computers, fax).
  • Knowledge of medical terminology and HIPAA compliance is preferred.
  • Ability to maintain confidentiality and manage sensitive information with discretion.
  • Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Desired Attributes

• Positive can-do attitude, Team player yet capable of working independently.
• Ability to think critically and react during complex situations.
• Ability to multi-task and stay on track.
• Be coachable, team player, and adapting to growth & change.
• Strong with first impressions, able to support a positive patient experience.
• Empathy and compassion for mental health improvement.

ENVIRONMENT:

The worker is not substantially exposed to adverse environmental conditions.

PHYSICAL DEMANDS:

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: 0-50%

Stooping, Kneeling, Crouching, Typing, Grasping, Talking, Hearing, Repetitive Motion, Standing, Walking, Driving, Reaching, Pushing, Lifting

VISION:

The worker is required to have close visual acuity to perform an activity such as: viewing a computer terminal 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.