Patient/Care Scheduling Specialist

The Patient/Care Scheduling Specialist supports Charlie Health clients and families after admission by helping them stay engaged in treatment, understand insurance benefits, complete financial enrollment steps, and manage appointment scheduling. This role serves as a liaison between clients and internal teams including Admissions, Billing, Utilization Review, Outreach, and Clinical departments.

The position is highly interactive and metrics-driven, with responsibilities focused on outbound calls, emails, texts, care coordination, appointment scheduling, documentation, and issue resolution. Specialists help identify barriers to treatment attendance and work proactively to resolve concerns before they affect the client’s care experience.

### Key Responsibilities

* Place outbound calls to admitted clients
* Send emails and texts to support client enrollment
* Ensure clients are fully enrolled in treatment plans
* Confirm clients understand insurance benefits
* Follow up on program financial enrollment completion
* Serve as liaison between patients and internal teams
* Support client-related clinical care requests
* Identify gaps in treatment attendance
* Contact clients to resolve treatment barriers
* Communicate aftercare resources to families
* Help families schedule post-treatment appointments
* Manage client schedules
* Schedule and reschedule appointments
* Complete timely and accurate documentation
* Adapt to workflow and departmental changes
* Meet productivity and quality performance metrics

### Performance Metrics

* Appointments scheduled
* Financial agreements completed
* Daily call volume
* Issue resolution rate
* Time-to-resolution goals
* Aftercare appointment scheduling rate
* Customer satisfaction scores

### Requirements

* High School Diploma or equivalent
* Minimum 2 years customer support, patient support, or client success experience
* 1-2 years Salesforce or CRM experience
* 1-2 years contact center technology experience
* 1-2 years customer financial discussion experience
* Strong written and verbal communication skills
* Strong multitasking skills
* Ability to work in a fast-paced environment
* High emotional intelligence
* HIPAA knowledge
* Proficiency with Slack, Google Suite, Microsoft Office, Zoom, and EMR systems
* Work authorization in the United States
* Native or bilingual English proficiency

### Preferred Qualifications

* Healthcare customer service experience
* Health insurance knowledge
* Medical billing knowledge
* Behavioral health experience
* Patient scheduling experience
* Care coordination experience
* Financial enrollment experience
* Appointment scheduling experience
* Contact center experience

### Benefits

* Comprehensive benefits for full-time exempt employees
* Remote work opportunity
* Behavioral health industry experience
* Career growth opportunities
* Mission-driven healthcare environment

### Phone Level Breakdown

* Outbound calls: High
* Patient scheduling: High
* Financial enrollment follow-up: Moderate to High
* Insurance benefit discussion: Moderate
* Email and text support: Moderate
* Documentation: High
* Call center activity: Moderate to High

### Best Fit For

Candidates with experience in patient scheduling, healthcare customer service, care coordination, patient support, medical billing support, insurance benefit conversations, Salesforce documentation, appointment scheduling, contact center operations, and behavioral health administration.