Job Opening – Patient Liaison

Salience Health; Plano (TX); Hybrid; USD 27,000 - 29,000; Full time

Job summary

Salience Health is seeking a Patient Liaison to engage patients across calls, portal messages, and text. You will verify insurance, collect payments, and coordinate with clinic staff to ensure outstanding patient experiences across locations.

The role emphasizes strong communication, empathy, and the ability to multitask in a fast-paced healthcare environment, with a training-to-independence progression and incentives based on performance.

Qualifications

• College degree or equivalent combination of education and experience.
• 1-3+ years of customer service or lead management experience.
• 0-2+ years of healthcare experience with patient interaction.
• 0-2+ years of call center experience with customer service or healthcare.
• Knowledge of Athena EMR or Salesforce is preferred but not required.
• Ability to communicate professionally with patients across multiple channels.

Responsibilities

• Manage inbound and outbound communications for all Salience locations via multiple channels.
• Schedule providers and manage patient appointments and registrations.
• Verify insurance benefits and estimate out-of-pocket costs.
• Process payments and assist with payment plans.
• Collaborate with Patient Experience Advocates and clinical staff to ensure patient care quality.
• Meet or exceed daily call and appointment metrics.
• Provide detailed information on appointments to clinical staff.

Skills

Customer service

Communication

Active listening

Multi-tasking

Empathy

Teamwork

Phone etiquette

Organizational skills

Education

College degree or equivalent

Tools

Athena EMR

Salesforce

Job description

JOB SUMMARY

Salience Health serves patients in our communities by utilizing a collaborative team approach to consider ALL aspects of a person’s health. Through comprehensive assessments and patient education, our providers formulate a treatment plan specifically tailored to the patient. Our Salience team is comprised of diverse individuals who have come together to build an innovative and dynamic platform with each team member collaborating to improve the health and well-being of those we serve. We are seeking future leaders to join our Patient Liaison team and become a key player in growing Salience Health through excellent patient outcomes, positive patient experience, and working together with leaders in care. This position is the launching point for a promising career in healthcare, as we aspire to grow from within as we continue to add locations and support more communities. As a Patient Liaison, you will play a crucial role in engaging patients in need through various support & communication methods, handling inbound and outbound communication with patients, patient scheduling, new patient registration, navigating insurance, and other call center & central responsibilities. As a Patient Liaison, you will also verify insurance benefits, collect payments, and coordinate with clinic staff and other teams at all locations to provide the best patient experiences and follow through on patient needs. Successful candidates must have a strong work ethic, a passion for mental health, the drive for self-improvement, a “continual learning” mentality, and the motivation to not only meet but exceed goals. By serving our providers and clinics, we can support premium patient outcomes.

RESPONSIBILITIES/DUTIES:

• Manage inbound and outbound communications for all Salience locations through regular engagement and support for patients across communication platforms, including phone calls, patient portal messaging, and texting via HIPAA compliant channels.
• Stay current on processes, workflow changes, and manage schedules for providers across all Salience locations.
• Full understanding of Electronic Medical Reporting (EMR) system and how to interpret provider schedules.
• Screen and schedule new patients with an appropriate care team based on location, insurance, and specific care needs.
• Support our providers by being the primary source of support for their patient’s needs in-between appointments.
• Providing patient education and scheduling related to provider orders and internal services such as CBT Therapy, Cognitive or Genetic Testing, TMS Therapy, etc.
• Perform eligibility and verification of insurance benefits for new and existing patients to ensure coverage and estimate the out-of-pocket costs.
• Process payments, setting up payment plans, and payment expectations and documentation.
• Working knowledge of health insurance and how it applies to behavioral health and primary care.
• Meet or exceed key activity metrics for daily calls, lead follow up, and appointment completions.
• Collaborate closely with the Patient Experience Advocates, Medical Assistants, and Ancillary teams to ensure we are providing the best care to our patients and our practices.
• Expand knowledge of the current status of mental health and help Salience Health become the standard in behavioral health delivery.
• Work cohesively with the other teams and departments to effectively address and resolve complex issues in a timely manner, while aligning their actions with the values set by Salience Health.
• Managing New patient leads via Salesforce for engaging patients interested in care with proper screening, education, scheduling and follow-up for a successful onboarding.
• Provide detailed information on appointments and patient interactions to clinical staff.
• Effectively manage escalations through the appropriate channels, ensuring the appropriate accountability, communication, sense of urgency, and follow through requirements are outlined.
• Perform other tasks as assigned by manager.

JOB SPECIFICATIONS:

• Full-time employee
• Expected hours of 8:00 am to 5:00 pm*
• Working knowledge of Microsoft Office Applications, computer & internet navigation
• EMR (Athena) and/or Salesforce knowledge preferred
• All responsibilities and duties included above but not limited to.
• *Hours may vary depending on need.

ESSENTIAL FUNCTIONS/SKILLS:

• Exceptional customer service skills
• Positive can-do attitude
• Excellent probing and active listening skills
• Flexibility in coverage based on each day’s needs
• Ability to communicate professional with patients in multiple modes of communication including patient facing.
• Strong typing and phone skills
• Efficient with Microsoft Suite applications as needed including Teams, Word, Excel, etc.
• Ability to think critically and react during complex situations
• Self-motivated and highly organized
• Team player yet capable of working independently
• Driven and tenacious with the ability to be professionally persistent and persuasive
• Customer/personal service-oriented sales
• Ability to learn and follow sales methodology to achieve goals
• Excellent verbal and written communication skills
• Ability to multi-task and stay on track
• Excellent organizational, analytical, and problem-solving skills
• Ability to conduct extensive cold calls and email campaigns
• Be coachable, team player, and adapting to growth & change.
• Persistent & determined to support a positive patient experience.
• Empathy and compassion for mental health improvement.
• Ability to shift and adapt on the fly.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

COMPENSATION PLAN FOR PATIENT LIAISON

• Training Level Wage – $19.50 for first 90 days, or once independent on both Existing & New Patient lines & work processes, whichever first.
• Wage - $21/hr. base, once qualified based on above.
• Incentive for Role – Eligible for Quality Metrics Incentive starting after 30 days and actively engaging with patient care facilitation.
  • Metrics include, but are not limited to, average daily call volume, appointment completions, completion rates, patient collections, Ancillary support, etc. and are subject to change.

Environment: Office setting with employee cubicle or desk. Not substantially exposed to adverse environmental conditions.

Physical Demand: Light-Exerting up to 25 lbs. of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Frequently: 46-100%

• Standing on feet for extended periods of time, Stooping, Kneeling, Crouching, Continuous Key-stroke Movement, Grasping, Talking, Hearing, Repetitive Motion, Standing, Walking, Driving, Reaching, Pushing, Lifting.

Ability to be on the phone 70-95% of the day. Occasional help with moving or building light office furniture.

Vision: Close visual acuity is required to perform such activities as: viewing a computer terminal for long periods of time, dialing phone numbers multiple times a day, and extensive reading.

EEOC Disclosure: Salience Health is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Job Requirements

REQUIRED EDUCATION/EXPERIENCE:

• College Degree or equivalent combination of education and experience
• 1-3+ years of customer service or lead management
• 0-2+ years of healthcare experience with patient interaction
• 0-2+ years of call center experience with customer service or healthcare
• Knowledge of Athena EMR or Salesforce preferred but not required