Patient Liaison Opening

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 Clinic Patient Liaison, you will play a crucial role in engaging patients in need through various support & communication methods, handling inbound and outbound communication with patients, patient scheduling, new patient registration, navigating insurance, and other call center & central responsibilities.

As a Clinic Patient Liaison, you will also verify insurance benefits, collect payments, and coordinate with clinic staff and other teams at all locations to provide the best patient experiences and follow through on patient needs. Working in clinics to provide flex support for the front desk or the phone & communication systems for patient engagement and covering patient inquiries.

Successful candidates must have a strong work ethic, a passion for mental health, the drive for self- improvement, a “continual learning” mentality, 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. Training Level Wage – $20.00 for first 90 days.
2. Regular Wage – $21.50/hr., after 90 days eligible based on development throughout training and ongoing performance.
3. Incentive for Role–Eligible for Quality Metrics Incentive starting after 30 days and actively engaging with patient care facilitation.
   1. Metrics include, but are not limited to, average daily call volume, appointment completions, completion rates, patient collections, Ancillary support, etc. and are subject to change.
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.
  • Answer phone calls, emails, and other communication channels to assist patients with questions regarding services, appointments, billing, and insurance.
  • Provide accurate, timely, and detailed information to patients regarding healthcare services, policies, and procedures.
• Appointment Scheduling:
  • Schedule and coordinate patient appointments, including follow-up visits, tests, and consultations with healthcare providers.
  • Reschedule appointments as needed and ensure patients are informed of any changes to their schedule.
  • Screen and register new patients with an appropriate care team based on location, insurance, and specific care needs.
  • Provide detailed information on appointments and patient interactions to clinical staff.
• Insurance and Billing Support:
  • Verify patient insurance details and eligibility.
  • Calculate patients out of pocket for projected services, document and collect from patient.
  • Process payments, setting up payment plans, and payment expectations and documentation.
  • Address patient questions related to billing, including providing information about costs, co-pays, and payment options.
  • Working knowledge of health insurance and how it applies to behavioral health and primary care.
• Problem Resolution:
  • Resolve patient concerns related to scheduling conflicts, billing discrepancies, or other service-related issues.
  • Stay current on processes, workflow changes, and manage schedules for providers across all Salience locations.
  • Escalate complex or unresolved issues to the appropriate department or management.
• Patient Records and Documentation:
  • Prepare and manage patient forms, consent forms gathered accurately, and other necessary paperwork completed fully.
  • Maintain accurate patient records, ensuring that all information is up-to-date and properly entered in the system.
  • Full understanding of Electronic Medical Reporting (EMR) system and how to interpret provider schedules and patient accounts.
  • Ensure confidentiality and compliance with HIPAA regulations when handling patient information.
• Collaboration:
  • Work closely with other healthcare staff, including medical providers, medical assistants, clinic front desk staff, and insurance teams, to ensure seamless patient service and communication.
  • Providing patient education and scheduling related to provider orders and internal services such as CBT Therapy, Cognitive or Genetic Testing, TMS Therapy, etc.
  • Stay current on up to date on process and workflow changes.
  • Communicate effectively with patients and internal teams to ensure smooth operations.
• Customer Experience:
  • Demonstrate empathy and patience in all interactions with patients, ensuring a positive experience.
  • Continuously seek ways to improve the patient experience through feedback and proactive service enhancements.
  • Expand knowledge of the current status of mental health and help Salience Health become the standard in behavioral health delivery.
• Maintain a Clean and Organized Work Environment:
  • Ensure the front desk. Patient areas, 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.

• 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.
  • 1+yearsofhealthcareexperience.
  • 2+years’experiencewithcollectingpaymentsfrompatientsorcustomers.
  • 3+years of customer service, sales/retail, orcustomerfacing roles.
  • EMR(Athena)and/or Salesforce knowledge preferred but not required.
• Skills
  • Ability to use EMR, MicrosoftOfficeSuite, 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 accommodations may be made to enable individuals with disabilities to perform essential functions.

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

ENVIRONMENT:

PHYSICAL DEMANDS:

• Light – Exerting up to 25lbs. 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.

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.