he Patient Operations team is responsible for working directly with patients and their providers to connect them to mental health care. We respond to referrals from a patient’s referring provider and proactively reach out to patients who have mental health needs. Our goal is to reduce the challenges that patients face in their search for care, and strive to make the process as seamless as possible in order to connect them to their physicians for proper mitigation of their symptoms.

This role is Full Time from 9am-6pm EST.

Compensation Details
  • $22.84 hourly – total compensation of $47,500 for 40 hours 
  • 5% annual target bonus, based upon performance. Bonuses will be achievable for all clinicians

Accountabilities:

  • Patient and Provider Interactions:
    • Work directly with patients via inbound calls, to assist them with getting connected to mental health care.
    • Obtain information regarding patient needs and preferences, and escalate to a Care Navigator when appropriate based on care needs.
    • Lead informed discussions with patients in order to surface care needs and support their care journey.
    • Work with providers via inbound calls to assist them with getting their patients connected to mental health care and working to resolve issues they may have when submitting patient referrals.
    • Receive inbound calls from case managers to create referrals and assist their patients with getting connected to mental health care.
  • Administrative duties:
    • Document patient and/or provider interactions.
    • Utilize Quartet technology, tools, messaging, and workflows.
    • Support administrative tasks needed by the Care Navigation team.
    • Establish a core understanding of Quartet’s product, in order to successfully route a patient to the right care.
    • Apply foundational knowledge of our workflows and market nuances to assist patients in their journey to care and support providers with submitting patient referrals.
  • Measures of success:
    • Meet team expectations for performance and output.
    • Answer targeted number of patient and/or provider phone calls each day in a timely manner.
    • Commitment to standardized Care Support Specialist performance metrics.
    • Provide exceptional customer service to patients and/or providers while connecting them with care or troubleshooting the reason for their call.
  • Collaboration:
    • Investigate and surface patient and/or provider needs as necessary to their Care Navigator, Clinician, Network Success Manager, or Provider Support Specialist.
    • Communicate clearly with the patients’ Care Navigator to share knowledge on the patients’ treatment needs and preferences.
    • Work cross-functionally to improve patient outcomes.

Minimum Qualifications:

  • 2+ years experience working in an inbound call center and/or administrative assistant
  • Willingness and comfort with swift tactical changes based on engagement learnings
  • Ability to use passion and care while interacting with patients with behavioral health needs
  • Critical thinking skills, organized, thorough, and capable of managing tasks in a fast-paced, ever-changing dynamic environment.
  • Familiarity with Google Suite
  • Quiet, confidential, and secure work environment.

Preferred Qualifications:

  • Healthcare experience preferred
  • Customer care experience/care coordination preferred, mental healthcare background a plus.
  • Associate’s Degree
  • Foreign languages (Spanish, Portuguese a plus)
  • Experience using SalesForce
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