Client Services Liaison

4 weeks ago

Pearland, United States Sol Mental Health Full time

Are you ready to contribute to a purpose-driven organization that's transforming mental healthcare? At SOL Mental Health, we're on a mission to help individuals find healing and balance. Our growth and success depend on attracting exceptional talent and providing them with the tools, resources, and support they need to thrive.

Our aim is to...

  • Be a great professional home, steeped in a culture defined by belonging, purpose, fulfillment, psychological safety and a commitment to great results;
  • Define excellence in integrated mental health care and relentlessly pursue that standard;
  • Provide a seamless experience for those who depend on us, easing the burden on patients and caregivers as they navigate challenging moments;
  • Be the behavioral health partner of choice to primary care and specialty providers who value the criticality of our care for patients
Position Summary

The Client Services Liaison works in the Company's centralized Patient Access department answering inbound calls. Patient Access is responsible for the daily management of general customer service inbound communications from new and existing clients that are seeking to schedule appointments, gather information about our services, inquire about insurance billing information, and other general customer service questions. This role requires heavy phone work and strong verbal communication and customer service skills.

Location: Pearland, TX (100% onsite)

Essential Duties and Responsibilities:
  • Provide outstanding customer service to clients, referral sources, and internal team members.
  • Convert new patient leads to appointments. Provide communication support to new clients (phone, email, online chat, social media) who are looking to access, understand or utilize services provided by the Company.
  • Work extensively within the Company's electronic health record (EHR) to capture, input, and coordinate client appointments schedules for clinicians and the Company's clinics.
  • Facilitate communications and triage existing clients who are seeking to schedule appointments, deliver information to their respective practice, ask questions related to insurance/billing activities, and other general customer service questions.
  • Capture accurate client medical, demographic, and contact information for ease of use by Clinical Team.
  • Work within insurance portals and/or coordinate with care advocates to confirm health insurance benefits and care eligibility for clients.
  • Complete insurance and medication prior authorizations.
  • Respond to requests for assistance and/or possible processing of patient financial responsibility.
Job Requirements & Skills:
  • Experience in direct outpatient Patient Access, RCM or multi-site healthcare call center department
  • Solid working knowledge of insurance plans; group health, HMO, PPO, Medicare, Medicaid, and other government payers.
  • Experience in reviewing and communicating general health insurance and eligibility/benefits clearance information to patients in a healthcare setting
  • Understanding of RCM activities and ability to communicate claims adjudication and patient financial responsibility details
  • Possess excellent customer service skills and ability to effectively communicate through verbal and digital communications
  • Extremely versatile and ability to think creatively while interacting with clients
  • Highly organized and able to juggle many tasks at once
  • Ability to learn systems applicable to all aspects of clinical operations

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