PATIENT LIAISON

Job Description

Job Description:\n\nDescription:\nSUMMARY/OBJECTIVE:\nThe Patient Liaison supports the growth of Salience Health by assisting prospective and established patients, coordinating access to appropriate services, managing referral pipelines, and increasing awareness of the organization’s healthcare model and services.\nThis position serves as an important point of contact for patients and referring providers. The Patient Liaison manages inbound and outbound communications, educates patients about transcranial magnetic stimulation (TMS), behavioral health services, assessments, and other available services, and schedules patients with the appropriate care team.\nWorking closely with Patient Advocates, Treatment Coordinators, Care Navigators, Medical Assistants, Medical Directors, and operational leadership, the Patient Liaison helps ensure that patients move efficiently through the referral and scheduling process. This is an entry-level position that provides opportunities to develop the skills and knowledge needed for future growth within Salience Health.\n\nEssential Functions, Responsibilities, and Duties\nThe following responsibilities and duties are essential functions of the Patient Liaison position. The employee must be able to perform these functions, with or without reasonable accommodation. Other related duties may be assigned based on operational and patient-care needs.\n\nPatient Communication and Education• Manage incoming and outgoing patient calls in a professional, compassionate, and timely manner.• Respond to patient inquiries received through telephone lines, email, website chat, and other approved communication channels.• Educate prospective and established patients about the Salience Health care model, TMS, therapy, assessments, testing, and other available services.• Explain general scheduling processes and available service options without providing medical advice or making clinical determinations.• Provide an empathetic and supportive experience for individuals seeking behavioral and mental healthcare services.• Answer general patient questions and promptly escalate clinical questions, safety concerns, or other matters requiring professional review.• Maintain patient confidentiality and handle protected health information in accordance with HIPAA, company policies, and applicable regulations.\nReferral and Patient Pipeline Management• Contact patients referred by outside providers to introduce Salience Health, explain available services, and assist with the next steps in the care process.• Conduct timely follow-up with prospective patients and referrals through approved telephone, email, and electronic communication methods.• Qualify referrals and patient inquiries using established criteria and route patients to the appropriate Patient Advocate, Treatment Coordinator, Care Navigator, or clinical team.• Assist with managing patient and referral pipelines across all Salience Health locations.• Maintain an average call volume of approximately 40–50 inbound and outbound calls per day, subject to patient needs and operational requirements.• Meet or exceed established performance expectations for call activity, patient follow-up, scheduling, documentation, and consultations or services booked.• Use approved patient-outreach and engagement methods to support departmental and organizational goals.• Maintain professional persistence when following up with patients while respecting patient preferences and communication requirements.\n\nScheduling and Care Coordination\n• Schedule new and established patients for appropriate consultations, assessments, testing, therapy, and other provider-ordered services.\n• Assist with initiating Patient Advocate, Care Navigator, TMS, therapy, assessment, and other appropriate consultations.\n• Coordinate appointments with the appropriate provider, service line, and Salience Health location.\n• Verify that required patient and referral information has been received and communicate missing information to the appropriate party.\n• Assist patients with appointment requests, appointment changes, and navigation of available services.\n• Educate and schedule patients referred for therapy, assessments, testing, or other services ordered by a provider.\n• Perform patient check-in and checkout functions for visits or assessments when assigned.\n• Collaborate with clinical and administrative teams to promote continuity of care and a positive patient experience.\n\nDocumentation and Systems Management\n• Accurately document calls, patient interactions, referral activity, scheduled services, pipeline status, and account notes in Salesforce and other designated systems.\n• Maintain current and accurate patient and referral information in applicable customer relationship management, electronic medical record, scheduling, and communication systems.\n• Update referral and patient pipeline stages promptly so that patient status and required follow-up activities are visible to the appropriate teams.\n• Track relevant qualification, outreach, referral, and pipeline-management activities.\n• Follow established documentation, scheduling, communication, privacy, and escalation procedures.\n• Use company-approved systems and communication methods when transmitting patient or referral information.\n• Protect system access credentials and comply with company cybersecurity requirements.\n\nTeam Collaboration and Professional Development\n• Collaborate with Patient Advocates, Treatment Coordinators, Care Navigators, Medical Assistants, Medical Directors, management, and other clinical and administrative teams.\n• Communicate patient scheduling, referral, or service concerns to the appropriate team member in a timely manner.\n• Participate in required training, coaching, team meetings, and performance-development activities.\n• Develop and maintain knowledge of mental health services, TMS, organizational programs, and available patient resources.\n• Remain receptive to coaching, process changes, new technology, and evolving organizational needs.\n• Contribute to a respectful, supportive, patient-centered, and team-oriented work environment.\n• Perform other related duties as assigned.\n\nRequirements:\nJOB REQUIREMENTS\n• Ability to work full time in an on-site office or call-center-style environment.\n• Ability to work the regularly scheduled hours of 8:00 a.m. to 5:00 p.m., subject to operational and patient-care needs.\n• Working knowledge of Microsoft Office applications, email, internet navigation, and general office technology.\n• Ability to learn and effectively use Salesforce, electronic medical record systems, scheduling platforms, telephone systems, website chat tools, and other company applications.\n• Ability to communicate professionally and compassionately with patients, referring-provider offices, clinical staff, and other stakeholders.\n• Ability to protect confidential and sensitive patient information in accordance with HIPAA and company requirements.\n• Ability to maintain expected call activity, scheduling productivity, documentation accuracy, and patient follow-up standards.\n• Ability to work independently while collaborating effectively with a multidisciplinary team.\n• Ability to organize and prioritize multiple patient requests, referrals, calls, messages, and follow-up activities.\n• Ability to follow established patient-engagement, scheduling, documentation, privacy, and escalation procedures.\n• Reliable attendance and punctuality.\n\nRequired Knowledge, Skills, and Abilities\n• Strong patient service and engagement skills.\n• Empathy and compassion for individuals seeking mental and behavioral healthcare.\n• Professional verbal and written communication skills.\n• Strong active-listening and probing skills.\n• Ability to communicate persuasively and remain professionally persistent while respecting patient preferences.\n• Strong organizational, analytical, and problem-solving abilities.\n• Ability to manage a high volume of calls and electronic communications while maintaining accuracy and professionalism.\n• Ability to prioritize work, meet deadlines, and follow through on assigned responsibilities.\n• Self-motivated, dependable, organized, and results-oriented.\n• Positive, adaptable, and receptive to coaching and constructive feedback.\n• Ability to learn and consistently apply approved patient-engagement and outreach methods.\n• Ability to remain calm and professional when communicating with distressed, frustrated, or emotionally vulnerable individuals.\n• Commitment to continued learning and professional development.\n• Ability to meet established individual and team performance expectations.\n\nREQUIRED EDUCATION AND EXPERIENCE\n• College degree or an equivalent combination of education, training, and relevant experience.\n• Zero to two years of experience in customer service, healthcare scheduling, patient access, sales, referral management, lead generation, or a related field.\n• Basic experience using computers, email, Microsoft Office applications, and internet-based systems.\nPreferred Education and Experience\n• Experience in a healthcare front-office, patient-access, administrative, call-center, customer service, or referral-coordination position.\n• Experience using Salesforce or another customer relationship management system.\n• Experience using an electronic medical record or electronic health record system.\n• Experience working in behavioral health, mental health, or another patient-care environment.\n• Experience managing inbound and outbound calls, referral pipelines, or appointment scheduling.\nWork Environment\n• Work is primarily performed on site in a professional healthcare office or call-center-style environment.\n• The position regularly involves working at a desk or workstation and using a computer, telephone, headset, and other standard office equipment.\n• The employee will have frequent interaction with patients, referring-provider offices, clinical personnel, and administrative teams.\n• The work environment may include frequent telephone conversations, background conversations, office noise, interruptions, and competing priorities.\n• The employee may interact with individuals who are distressed, frustrated, anxious, or experiencing behavioral or mental health concerns.\n• The position requires compliance with workplace safety, infection-prevention, confidentiality, and patient-privacy requirements.\n• The regular work schedule is generally Monday through Friday, 8:00 a.m. to 5:00 p.m.; however, schedules may be adjusted based on operational needs.\n\nCognitive Demands\nThe employee must be able to:\n• Understand, remember, and follow written and verbal instructions, policies, workflows, and established procedures.\n• Sustain attention and concentration during frequent telephone, computer, and documentation activities.\n• Manage multiple tasks, interruptions, and changing priorities while maintaining accuracy.\n• Exercise sound judgment within the scope of the position and recognize when an issue requires escalation.\n• Organize information, prioritize follow-up activities, and meet established deadlines and productivity expectations.\n• Accurately enter, review, and retrieve patient, referral, scheduling, and pipeline information.\n• Communicate clearly and professionally with individuals who may be distressed, emotional, confused, or frustrated.\n• Adapt to changes in technology, processes, service offerings, schedules, and organizational priorities.\n• Maintain emotional composure, patience, professionalism, and confidentiality in a fast-paced environment.\n• Learn and consistently communicate information about Salience Health services without independently providing medical advice.\n\nPhysical Demands\nThe physical demands described below are representative of those required to perform the essential functions of the position, with or without reasonable accommodation.\n• Remain in a seated or stationary position for extended periods.\n• Use a telephone or headset for approximately 70%–75% of the workday.\n• Frequently operate a computer, keyboard, mouse, telephone, and other standard office equipment.\n• Frequently use hands and fingers for typing, dialing, writing, handling documents, and operating office equipment.\n• Communicate verbally and receive information through telephone, virtual, and in-person interactions.\n• Occasionally stand, walk, reach, bend, stoop, or move within the office.\n• Occasionally lift, carry, push, or move lightweight office materials, supplies, or furniture weighing up to 20 pounds.\n• Perform repetitive hand, wrist, and finger movements associated with computer and telephone use.\n\nVision Demands\nThe position requires the visual ability, with or without correction or reasonable accommodation, to:\n• View and work from computer screens for extended periods.\n• Read electronic and printed patient, referral, scheduling, and administrative information.\n• Enter and verify information accurately in electronic systems.\n• Distinguish information displayed in software applications, electronic records, email, and website chat platforms.\n• Shift visual focus between a computer monitor, telephone, documents, and other office equipment.\n• Perform work requiring near visual acuity and attention to detail.\n\nSafety and Exposure Risks\n• The position is primarily administrative and generally presents a low risk of occupational injury or exposure.\n• The employee may work in or travel through areas where patients receive healthcare services.\n• Incidental exposure to individuals with communicable illnesses may occur in a healthcare setting.\n• The employee may occasionally interact with emotionally distressed, agitated, or verbally challenging individuals.\n• The position requires adherence to applicable workplace-safety, emergency-response, infection-prevention, and security procedures.\n• The employee must follow HIPAA, confidentiality, cybersecurity, and safe-workstation requirements.\n• The employee must promptly report safety concerns, privacy incidents, threatening behavior, injuries, or workplace hazards in accordance with company procedures.\n• The position does not routinely require direct patient care or regular exposure to blood, bodily fluids, hazardous chemicals, or other potentially infectious materials.\n\n \nEEOC STATEMENT\nSmart Neuro Health & Wellness Centers is an equal opportunity employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.\n\nADA STATEMENT\nSmart Neuro Health & Wellness Centers is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. Reasonable accommodations may be made to enable qualified individuals with d