Patient Experience Liasion

As the Patient Experience Liaison, you will serve as a key point of contact for patients, addressing their questions and needs before, during, and after their care. This role requires excellent interpersonal skills, proactive communication, and a professional demeanor to ensure patients feel supported and informed at every step. The ideal candidate will provide compassionate assistance to foster a seamless and positive experience throughout the mental health journey. This is a meaningful opportunity to make a genuine impact in the lives of others-bringing purpose, connection, and fulfillment to your work.

About Medens Health

We are a nonprofit mental health center committed to making high-quality, affordable care accessible to the communities we serve. Our team provides psychotherapy, psychological evaluations, and medication management with a focus on thoughtful, individualized care.We are equally committed to developing the next generation of clinicians-offering meaningful training, strong supervision, and a collaborative environment where clinicians can grow and do their best work.

Description

Expectations:
• Create a positive support experience for all patients.
• Provide empathy, warmth, and compassion to patients, many of whom are experiencing emotional distress.
• Demonstrate willingness to offer support and assistance to diverse patient populations.
• Work effectively and respectfully with patients and colleagues whose worldviews and value systems may differ from your own.
• Maintain a punctual schedule and remain on-site during business hours.

What you'll do:
• Serve as the primary liasion between patients and the assessment team - process incoming referrals, maintain and prioritize the waitlist, and coordinate and schedule appointments.
• Oversee the prioritization and management of all incoming patient communications, including phone calls, live web chat, emails, secure text, and faxes.
• Provide oversight and support to ensure the effective completion of daily tasks by the receptionist.
• Participate in the onboarding process for new patients by ensuring all required documents are completed and received before their first appointment.
• Verify insurance eligibility and communicate the results to providers and patients.
• Proactively resolve routine patient billing matters, such as expired insurance and unsuccessful payment card transactions.
• Make outbound calls to return voicemails, confirm appointments, and fulfill requests.
• Craft written responses to inquiries received via email and secure text.
• Complete and manage insurance credentialing and de-credentialing processes for providers during onboarding and offboarding.
• Submit provider directory listing updates to insurance plans to ensure compliance with the Consolidated Appropriations Act.

What's required for this position:
• Minimum five years' experience in an outpatient healthcare setting (e.g., medical, dental, or similar practice).
• Background in supporting clinical teams or administrative operations in a mental health organization strongly preferred.
• Strong knowledge of insurance billing processes, including verifying benefits, calculating co-pays and deductibles, and submitting and tracking insurance claims.
• Skilled in delivering outstanding customer service through phone interactions, telehealth platforms, and written correspondence.
• Excellent communication and interpersonal skills.
• Self-motivated, disciplined, and capable of working independently and as part of a team.
• Proficient with Electronic Health Records software, email encryption, and Microsoft Office 365 products.
• Ability to safeguard patient information by consistently applying HIPAA privacy and security standards.

Disclaimer:

This description outlines the primary functions and responsibilities associated with this position; however, it is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Additional tasks may be assigned as needed to support the organization's goals.

At-Will & Temporary Engagement Statement:

Engagement with Medens Health as a temporary/contractor employee is on an at-will and limited-duration basis. This means that either the contractor or Medens Health may end the engagement at any time, with or without cause or advance notice, unless otherwise required by law. This temporary assignment does not guarantee ongoing work, a minimum number of hours, or continued engagement beyond the agreed-upon scope or timeframe. Nothing in this job posting or any company document should be interpreted as a guarantee of employment or engagement for any specific duration or as altering the at-will nature of the relationship.

Salary

$30 - $35 per hour