Patient Finance Specialist

Charlie Health is seeking a dedicated and customer-focused Patient Finance Specialist to support clients and families throughout their treatment journey. This role focuses on helping patients understand their financial responsibilities, completing enrollment processes, and ensuring they receive a smooth and supportive care experience.

The successful candidate will act as a key connection point between patients and internal teams, including Admissions, Billing, Clinical, and Utilization Review departments. This position requires strong communication skills, empathy, attention to detail, and the ability to manage multiple client needs in a fast-paced healthcare environment.

Key Responsibilities:

• Contact admitted clients through calls, emails, and text messages to ensure successful enrollment in treatment programs.

• Support clients in understanding insurance benefits and completing financial enrollment requirements.

• Act as a liaison between patients and internal teams, including Admissions, Billing, Utilization Review, Outreach, and Clinical departments.

• Assist clinical teams with client-related requests to improve the overall patient experience.

• Identify barriers affecting treatment attendance and proactively resolve client concerns.

• Provide aftercare resources and assist families with scheduling follow-up appointments.

• Manage client schedules, including appointment scheduling and rescheduling.

• Maintain accurate and timely documentation of all client interactions.

• Adapt to organizational changes while continuing to support clients, families, and referral partners.

• Achieve performance goals related to appointments, financial agreements, call volume, issue resolution, and customer satisfaction.

Requirements:

• High School Diploma or Equivalent.

• Minimum 2 years of experience in customer support, patient success, healthcare support, or a related role.

• Excellent written and verbal communication skills.

• 1–2 years of experience using Salesforce or an equivalent CRM platform.

• Experience with contact center technology.

• Experience handling customer financial discussions; health insurance and medical billing knowledge is preferred.

• Strong ability to multitask and work effectively in a fast-paced environment.

• High emotional intelligence with strong problem-solving skills.

• Knowledge of HIPAA policies and procedures.

• Authorized to work in the United States with native or bilingual English proficiency.

• Proficiency with cloud-based tools and software including:

 • Slack, G-Suite, Microsoft Office, Zoom, and EMR systems.

 • CRM platforms and healthcare communication tools.

Benefits:

• Comprehensive benefits package for eligible full-time employees.

• Supportive work environment focused on improving access to behavioral healthcare.

• Opportunities for professional growth and development.