TMS Neuro Solutions LLC - Patient Experience Advocate chez TMS Neuro Solutions LLC

SUMMARY/OBJECTIVE:

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, we can formulate a comprehensive treatment plan specifically tailored to the patient. Our Salience Health team is comprised of uniquely 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 energetic individuals to join our Patient Experience team and become a key player in growing the Salience Health Network though assisting patient needs, managing doctor referral pipelines, and enhancing brand awareness. 

As a Patient Experience Advocate (PXA), you will play a crucial role in educating our patient population about TMS, CBT therapy, cognitive testing, and other patient services. Patient Experience Advocates will check in, check out for the patients, via telehealth or in-person, and coordinate follow up care with any ordered services. You will schedule follow up appointments, collect payment, and educate patients about potential orders. These team members are a huge asset to our Medical Assistants, Ancillary teams, Care Navigators, and Medical Directors at all locations.

Successful candidates must have a strong work ethic, a passion for mental health, the desire to improve behavioral healthcare delivery, the drive for self- improvement, a “continual learning” mentality, and the motivation to not only meet but exceed goals and monthly targets. 

RESPONSIBILITIES/DUTIES:

- Provide a welcoming and supportive patient experience to promote a positive atmosphere for patients and staff. 

- Check in and out, educate, and collect payment for that day’s patient services if not already collected

- Be present and able to answer any in-person inquiries at the Front Desk

- Stay current on up to date on process and workflow changes.

- Full understanding of Electronic Medical Reporting (EMR) system and how to interpret provider schedules.

- Manage patient flow and scheduling tracking within the clinic, ensuring timely care by providers

- Full understanding of payment plan options available, and how to set up a payment plan within Athena.

- Working knowledge on health insurance and how it applies to behavioral health and primary care. 

- Perform eligibility checks and verify out of pocket costs for new and established patients upcoming appointments. 

- Meet or exceed key activity metrics for collections, scheduling appointments and rendering services for patients. 

- Collaborate closely with the Medical Assistants ancillary team, and Patient Liaisons 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.

- Educate and schedule patients for any CBT therapy or Rendering services referred by a Salience Health provider such as cognitive testing, Home Sleep Test, labs, etc. (Certain locations apply)

- 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.

- Provide detailed information on bookings and patient interactions and promote additional services.

- 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 supervisor

JOB SPECIFICATIONS:

- Total operational support for the practice, including but not limited to organizing, cleaning, restocking, fixing, or managing patient areas and shared common spaces like lobby, breakroom and bathrooms. 

- All responsibilities and duties included above but not limited to.

- Full-time employee

- Expected hours of 8:00 am to 5:00 pm*-vary across the locations operational hours can be adjusted to support full coverage of site

- Working knowledge of Microsoft Office Applications and internet navigation

- EMR (Athena) and Salesforce knowledge preferred

ESSENTIAL FUNCTIONS/SKILLS:

- Exceptional customer service skills

- Positive can-do attitude

- 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

- Excellent probing and active listening skills

- Ability to multi-task and stay on track

- Excellent organizational, analytical, and problem-solving skills

- Be humble, coachable, great to work with and open to trying new things

- Persistent, persistent, persistent

- 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.

Environment:

Office setting with employee 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.

REQUIRED EDUCATION/EXPERIENCE:

- College Degree or equivalent combination of education and experience

- 1-3 years of sales experience, customer service, or lead generation

- 1-3 years of healthcare experience

- Knowledge of Salesforce preferred but not require