Contact Center - Central Outreach Representative (Remote)

Contact Center - Central Outreach Representative (Remote)

Transforming the face of healthcare…

Author Health is a telehealth company, and we are deeply integrated with changing the landscape with behavioral healthcare. Through our model, patients and their caregivers are given an avenue to reconnect with healthcare providers and receive personalized and comprehensive treatment within their communities, and outside of hospitals and institutions. We fill a need for a population that is not able to connect to quality providers.

Our Mission is to reimagine and deliver a fully-integrated, community-based healthcare ecosystem that improves quality of life and experience for patients, caregivers, and clinicians.

It is evident that our nation is clearly struggling to meet the health and social needs of people with behavioral health conditions, and those needs are only increasing within our aging population. Author Health was born out of the necessity to fundamentally shift how our health system prioritizes behavioral health and preventive services. By aligning Medicare Advantage health plans and clinicians to improve health and wellness, using a combination of technology and community relationship-building for hard-to-reach populations, Author Health is primed to meet the growing demand for psychiatric care on a national scale.

With leadership from some of the top healthcare and technology organizations in the nation, a proven, cost-effective, and scalable approach, and a meaningful market need, Author Health is well-positioned for growth. We are proud to support Author Health’s mission-driven approach and vision to change millions of lives for the better… this is our heart behind the ‘WHY!’

Our work is grounded in your story. So is our support. To close gaps in care and advance equity in the communities we serve, we have started by creating a diverse and inclusive team. Our ways of working are characterized by creativity, collaboration, and mutual learning that comes from bringing together a community from diverse backgrounds and perspectives. We strive to ensure that every person on the Author Health team, and every Author Health member, feels supported and included as a part of our community.

A TEAM OF DIFFERENCE MAKERS:

At Author Heath, we are dedicated to a field-based, home-based care model, ensuring we meet our members right where they are, in their homes, and their communities. We are seeking professionals who are willing to go the extra mile to connect with our members in a high-tech environment where we are there at all times assisting the members. We value non-judgmental, respectful, and empathetic interactions, aiming to meet the unique needs of each member. Immerse yourself in the realm of specialized care at Author Health. Our primary mission is to deliver outstanding care for seniors battling with serious mental illnesses (SMIs) and substance use disorders (SUDs). We are committed to making a significant impact in the lives of our most vulnerable population. With our advanced technology, our members can enjoy a stress-free experience as we provide all the necessary services. Join us in our mission to revolutionize healthcare.

WHY YOU?

As a Contact Center Central Outreach Representative, you will play a crucial role in connecting individuals with the behavioral health services we offer virtually through telehealth. You will be responsible for reaching out to potential patients, assessing their needs, and providing information about our services and how they can benefit from them. Your primary objective will be to facilitate access to behavioral health support for eligible individuals who can benefit from our care.

Central Outreach Representatives perform a wide range of essential duties, including: referral processing, patient registration, verification of benefits, insurance authorization, outreach to potential patients, appointment scheduling, and other ad hoc tasks as assigned. Taken together, these responsibilities are critical to our broader Author Health team and the populations we serve. We offer an attractive compensation package, a nurturing work environment, and ample opportunities for professional advancement.

WHAT IS YOUR SUPERPOWER?

As a Central Outreach Representative you will:

• Process referrals for potential patients from health care providers, health care facilities, insurance plans, and community-based organizations
• Operate the shadow calendar
• Outreach patients for urgent visit changes (e.g., CHW out, provider out, etc.).
• Ensure complete and accurate patient set-up including the collection of patient demographics, clinical background, and the verification of current insurance information
• Conduct outbound calls to individuals who have expressed interest in our services or who may benefit from them based on specific criteria and referrals
• Engage with potential patients in a professional and empathetic manner, actively listening to their concerns and providing information about the behavioral health services we offer virtually through telehealth
• Conduct initial assessments to determine the suitability of our services for each potential patient, including gathering information about their behavioral health needs and history
• Educate clients about the benefits of our services and how Author Health can help patients address specific challenges and goals
• Assist potential patients with scheduling appointments, completing intake forms, and accessing our online platform
• Collaborate closely with Author Health’s clinical team to ensure seamless coordination of care and follow-up with clients
• Maintain accurate and detailed records of all interactions and follow-up activities in our systems

WHAT WE ARE SEARCHING FOR:

• Organized, detail-oriented, self-starter who can work in a fast-paced environment
• Flexibility to adapt to changing priorities and needs
• Resourcefulness in problem solving
• Ability to take and follow-through with delegated tasks
• Teamwork orientation
• Strong customer service focus, with previous experience in sales or outreach - preferably in health care
• Excellent communication skills, and the ability to convey complex information in a clear and concise manner
• Strong interpersonal skills and a compassionate approach to interacting with individuals experiencing behavioral health challenges - empathy, patience, and a desire to help others improve their well being!
• Proficiency with CRM software and other technology tools for managing interactions with potential patients
• Bilingual (English-Spanish) a plus

Physical requirements include ability to use a computer.

WHAT WE OFFER:

• Retirement savings plan (401k) Plan up to 3.5% company match
• Low- cost benefits package for employee and dependents ( medical/ dental/ Vision/ STD/ Life Insurance)
• Paid vacation after 90 days
• Paid sick leave
• 9 paid holidays throughout the year with (2) additional flex holidays .. 11 in total!
• Performance-based bonuses
• and more!

NEXT STEPS:

• Submit an application
• Upload an updated resume
• Share LinkedIn profile and/or cover letter