Customer Care Coordinator

2 weeks ago

Bakersfield, California, United States Open Mind Health Full time
LOCATION: REMOTE

REPORTS TO: CLIENT LIAISON MANAGER

ABOUT OPEN MIND HEALTH

At Open Mind Health, we are a dedicated team of professionals focused on mind-body-spirit integration, delivering innovative and evidence-based virtual care solutions to empower individuals in their healing journeys. Our services encompass virtual psychiatry, talk therapy, and complementary practices such as hypnotherapy, all tailored to enhance overall wellbeing and personal growth.

We have designed specialized Wellness Tracks that cater to diverse populations, addressing Core Symptoms and Core Life Domains, including support for LGBTQ+ individuals, Veterans, and people of color. Our approach utilizes Artificial Intelligence for ongoing assessments, ensuring personalized and effective care for our clients.

Our providers prioritize understanding the holistic needs of each client, identifying strengths and areas for improvement, and creating a comprehensive care plan that promotes balance and personal development. We integrate various healing modalities, including medication management and alternative therapies, to support our clients in achieving their best selves.

Founded recently, Open Mind Health has experienced rapid growth, expanding our virtual services across multiple states and aiming for national reach in the near future. This is an exciting opportunity to join a dynamic behavioral health startup, showcase your skills, and advance your career.

ABOUT THE ROLE

As a Client Liaison, you will play a crucial role in coordinating client appointments for our clinical team. Your responsibilities will include assisting current clients with scheduling recurring appointments, facilitating new referrals, and identifying opportunities for onboarding new clients. You will also ensure that intake documents are completed and verify insurance or payment sources to streamline appointment completion and billing processes.

KEY RESPONSIBILITIES
  • Ensure every client has an outstanding experience with Open Mind Health.
  • Act as an ambassador for OMH, mastering our services and care philosophy to effectively communicate with clients about their expectations when using our Personal Health Portal.
  • Address client concerns to secure ongoing appointments, ensuring continuity of care.
  • Prioritize appointment scheduling and follow-ups, keeping clients informed to facilitate their care and maximize revenue.
  • Utilize a proactive communication approach through calls, texts, and emails to optimize appointment bookings.
  • Achieve a target of at least 40 new appointment bookings daily, with opportunities for performance-based incentives.
  • Maintain organization and manage data entry and reporting tasks.
  • Demonstrate proficiency in Microsoft Office and CRM systems like Zoho CRM and Charm EHR.
  • Communicate with insurance providers to document client referrals and insurance details.
  • Engage with clients to schedule therapy, psychiatry, and complementary treatment sessions, ensuring all necessary information is gathered.
  • Understand payer expectations and policies to ensure smooth operations and compliance.
  • Participate in quality improvement initiatives and contribute to safety reporting efforts.
  • Utilize a personal computer to communicate securely in accordance with HIPAA standards.
  • Manage the client experience from initial contact through ongoing care.
  • Screen incoming communications and keep management informed.
  • Handle confidential client information in compliance with HIPAA regulations.
  • Work independently and collaboratively within a team.
  • Perform additional tasks as assigned.
REQUIRED QUALIFICATIONS AND SKILLS
  • High school diploma.
  • Two or more years of experience in a healthcare environment, preferably in behavioral health, with direct client interaction and familiarity with electronic health records (EHR).
  • Strong interpersonal skills for effective communication with clients, payers, and colleagues.
  • Excellent time management and attention to detail.
  • Ability to self-manage tasks in a remote work setting.
  • Strong problem-solving skills and critical thinking abilities.
  • Commitment to continuous improvement.
  • Integrity in handling confidential information, including sensitive client data.
  • Access to a personal computer with a functional camera and audio, and reliable high-speed internet.
  • A private and quiet workspace at home.
  • Strong communication and organizational skills.
  • Ability to work independently with Microsoft Office Suite.
  • Multitasking capabilities.
  • Availability to work full-time, at least 8 hours a day, 5 days a week.
  • Experience and willingness to collaborate in a team environment.
WHAT WE OFFER
  • Competitive hourly pay based on experience.
  • Paid time off, with increasing allotments based on tenure.
  • Paid holidays throughout the year.
  • Compassionate leave for bereavement and civic duties.
  • Employer contributions towards healthcare.
  • Dental and vision insurance options.
  • Retirement savings plan.
  • Monthly technology stipend.
  • A supportive culture emphasizing care, compassion, and accountability.
  • Opportunities for professional growth and personal development.

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