PATIENT LIAISON I at TMS Neuro Solutions LLC – Plano, Texas

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, our providers formulate a comprehensive treatment plan specifically tailored 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 through 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, you will play a crucial role in educating potential patients about what makes Salience Health different from other practices and the benefits of establishing care at Salience Health. You will manage inbound and outbound calls to educate, screen, and schedule our potential and existing patient population for care appointments, TMS, therapy services, digital neuro assessments, and other patient services.

As a Patient Liaison, you will also verify insurance benefits, collect payments, and coordinate with clinical staff and other teams at all locations to provide the best patient experiences.

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.

RESPONSIBILITIES/DUTIES:

- Manage inbound and outbound communications for all Salience locations through regular engagement and support for patients across communication platforms, including phone calls, patient portal messaging, and texting via HIPAA compliant channels.

- Stay current on processes, workflow changes, and manage schedules for providers across all Salience locations.

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

- Screen and schedule new patients with an appropriate care team based on location, insurance, and specific care needs.

- Support our providers by being the primary source of support for their patients between appointments.

- Providing patient education and scheduling related to provider orders and internal services.

- Perform eligibility and verification of insurance benefits for new and existing patients to ensure coverage and estimate the out-of-pocket costs.

- Process payments, setting up payment plans, and payment expectations.

- Working knowledge of health insurance and how it applies to behavioral health and primary care.

- Meet or exceed key activity metrics for daily calls, lead follow up, and appointment completions.

- Collaborate closely with the Patient Experience Advocates, Medical Assistants, and Ancillary teams 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 assessment, therapy, or testing services referred by a Salience Health provider.

- 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.

- Provide detailed information on appointments and patient interactions to clinical staff.

- 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 manager.

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 (Athena) and Salesforce knowledge preferred

*Hours may vary depending on need.

ESSENTIAL FUNCTIONS/SKILLS:

- Exceptional customer service skills

- Positive can-do attitude

- Excellent probing and active listening skills

- 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

- 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.

COMPENSATION PLAN FOR PATIENT LIAISON

Training Level – $19.50 until independent on EP line with 2 weeks of qualifying random call audits.

- Comp - $21/hr. base, once qualified based on above.

- Quality Metrics Incentive possible starting after 30 days.

Metrics include, but are not limited to, average daily call volume, appointment completions, order completions, etc. and are subject to change.

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.

REQUIRED EDUCATION/EXPERIENCE:

- College Degree or equivalent combination of education and experience

- 1-3+ 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