Concert Health is a rapidly growing, behavioral healthcare services organization. The team includes experienced entrepreneurs, nationally recognized clinical pioneers and top flight health-tech investors including Healthy Ventures, Town Hall Ventures, Vertical Venture Partners, and Edward Bergmark.
Concert provides behavioral health services to primary care organizations using an evidence-based model, Collaborative Care. The organization employs a growing team of talented, mission-driven clinicians, empowered by a modern technology platform and operating model. Collaborative Care has been shown to be effective, and is supported by Medicare, most commercial health plans, and Medicaid in many states. You can learn more about the model here.
We're looking for talented Patient Financial / Engagement Counselor - Contact Center to work in a virtual contact center to enroll patients who may need behavioral healthcare services in care. Patient Financial/Engagement Counselors play an important role in screening, educating patients about Concert’s services and potential costs, verifying insurance, and scheduling their first session with a care manager.
Compensation: This is an hourly position with an expectation of 35-40 hours/week. Health insurance benefits are available.
Your responsibilities as a patient financial/engagement counselor:
Contact individuals identified for potential enrollment in behavioral healthcare programs by calling and engaging with them over the phone
Educate patients about Concert’s programs benefits and how the program can help them. Use call scripts to engage members, answer questions, and respond to objections including about insurance verification and coverage and potential costs
Use a CRM system, calling software (VOIP), and scheduling tools to track call results and scheduling appointments
Clearly document your outreach to assist the rest of the Concert Team (behavioral care managers, PCPs, and psychiatrists)
Provide high quality customer service to our patients and potential patients
Are comfortable in a virtual call center environment - you enjoy performing high-volume phone-based outreach and support
Won't easily get discouraged on a tough day when people don't pick up the phone or won't speak with you
Are engaging and personable; you can quickly build rapport over the phone, even if they are initially resistant to speaking with you
Write and speak clearly and concisely
Are highly organized, great at making lists and tracking progress
Have experience using a computer to do your job, and are not intimidated by using new technology, especially CRM and EHR systems
Are passionate about helping people get treatment for mental health needs
Previous experience working in direct phone-based outreach, patient financial counselor, and/or patient engagement (ideally in healthcare)