Experienced Behavioral Health Intervention Specialist - Contact Center

Experienced Behavioral Health Intervention Specialist -Contact Center

About the Company:

Mindful Health Solutions is a leading outpatient psychiatry group practice dedicated to freeing patients from the burden of mental illness. We are transforming outpatient mental healthcare by providing the most advanced, evidence-based treatments available, including Transcranial Magnetic Stimulation (TMS) and Esketamine therapy. TMS is a highly effective, non-invasive, FDA-cleared therapy for drug resistant depression. Esketamine is an FDA-approved, prescription nasal spray for patients with treatment resistant depression. Led by nationally recognized clinical experts in psychiatry and entrepreneurial healthcare business leaders, we offer compassionate, comprehensive mental healthcare. Our team-based work culture of learning, growth and innovation supports our core values of Accountability, Credibility and Transparency. Our medical clinics are specifically designed to provide our patients, practitioners, and employees with a modern, relaxed, people-centered experience.

About the role:

The Experienced Behavioral Health Intervention Specialist plays a crucial role in the Behavioral Health organization by being skilled and detailed for individuals seeking interventional services like TMS and Esketamine through Mindful Health Solutions. This role involves meeting key performance indicators for scheduling new patients with interventional services and follow through to treatment start. Success requires effective communication with patients, navigation with internal tools, and outreach to internal teams to ensure a smooth patient experience. This person needs to have the ability to use good judgment and function well in pressure situations with the ability to manage multiple priorities simultaneously.

Responsibilities:

• Patient Engagement:
  • Handle inbound and outbound calls from potential new patients, respond to inquiries, providing information about MHS options, with an emphasis on education, qualification, and conversion to interventional services.
  • Conduct initial assessments to understand the patient's needs, challenges, and goals.
  • Stay available and answer calls in the queue. Respond to live calls, email inquiries, online requests.
  • Above average assessment skills, particularly for people in crisis, for suicidal potential and potential to harm to self and others
• Intake Process:
  • Guide patients through the intake process, explaining procedures, requirements, and necessary documentation.
  • Collect and review patient information to determine eligibility for MHS options including interventional services.
  • Ensures all necessary patient documentation is completed and attached to the patient chart appropriately.
  • Communicate with team members to coordinate care.
  • Work out of several systems, including an HR system, and must document all interactions on patient leads and schedule utilization.
  • Occasionally contact insurance companies to conduct and complete benefit investigations on scheduled new patients as needed.
• Compliance:
  • Stay informed about regulatory requirements and ensure compliance with all relevant laws and policies.
  • Follow ethical guidelines and maintain a high standard of professionalism.
• Sales:
  • Serve as a resource for patients considering high-cost and high-commitment therapies and educate patients on the benefits and drawbacks of the different therapies offered.
  • Manage patient's concerns about exploring different therapy options by quickly developing a trusting relationship and sharing appropriate information.
  • Make informed and accurate decisions about what types of therapy may be appropriate for the patient to explore with a clinician during a consultation.
• Follow up:
  • Implement effective follow-up procedures to nurture leads and convert potential patients into confirmed intakes.
  • Timely, accurate, and thorough documentation of client records as well as work activities.
  • Build and maintain strong relationships with internal partners, with clinic teams and potential referral sources, addressing any questions or concerns they may have throughout the process.
  • Employ effective sales techniques to close new patient intakes, meeting or exceeding monthly sales targets.
  • Possess a deep understanding of our interventional services and offerings to effectively communicate the value proposition to potential patients.

Qualifications:

• Bachelor’s degree in social work, counseling, or psychology or related social services field from an accredited college or university or equivalent professional experience.
• Proven experience in a sales role or patient or customer facing role in the healthcare or related industry.
• Excellent written, verbal, and oral skills, ability to manage multiple priorities simultaneously
• Ability to work collaboratively in a team-oriented fast-paced environment. Excellent people skills required.
• Familiarity with healthcare terminology, insurance and mental health services is a plus.
• Detail-oriented with strong organizational and documentation skills.
• Some in office work may be required from time to time for training or collaboration.
• Computer knowledge with technical proficiency need to utilize computer systems to search for information and enter essential data into electronic records.

If you are a dynamic individual with a passion for sales and a commitment to providing excellent patient experiences, we invite you to apply for this exciting opportunity. Join us in making a positive impact on the lives of our patients through effective sales intake processes