Patient Service Representative

3 days ago

Johannesburg, South Africa Mindful Care Full time

**The Company**

Person by person, we believe we can reimagine mental healthcare for everyone, at any point in their lives. We are a human potential brand—obsessively focused on guiding the individual toward comprehensive mental healthcare, and being an ally to everyone no matter where they are. We compete on frictionless urgent access to affordable mental healthcare including depression and anxiety, and well beyond that, too. From acute crisis to long standing challenges, we help people heal by connecting them with care so they can lead more fulfilling lives.

We believe the pursuit of better mental healthcare is never finished, never stops, and is always just beginning.

**The Opportunity**

The Patient Service Representative is responsible for assisting all patients via phone and answering all questions related to Mindful Care while exemplifying excellent customer service skills. You will play a critical role in strengthening relationships with patients and connecting them to treatment. This role requires a passion for helping others and to be able to support and advocate for the best possible patient service we can provide.

**Responsibilities**

Understanding of Mindful Care Services & what's within our treatment capacity

**Service Experts**
- Psych
- Therapy
- Recovery
- Our limitations

**Answer incoming calls & directing to the appropriate line if unable to resolve**
- Assist with patient reschedule & cancellation
- Coding no shows if same day cancellation
- Status of payments
- Reviewing balances
- Providing statements if requested

**Assist with questions regarding the status of paperwork**
- What documentation our providers can & cannot fill out
- Assist with HIPAA fill out, reviewing the form and advising what needs to be corrected
- Sending the appropriate documentation for PCA to start working on patient request

**Billing/Insurance Knowledge**
- Accepted & Out of Network insurances
- How to verify
- Review copay & deductible information

**Provide Tech Support**
- Assist with portal questions
- Understand all aspects of the pt portal to guide any patient with issues accessing like password, their appointment window, their documentation, etc.
- Trouble shooting zoom

**Facility experts**
- Location & Directions inquiries
- Know the crossroads
- Know how to locate the office in the building
- Know the directions on how to get there
- Know the requirements to access the building
- Closest location to the caller
- High school diploma or equivalent required
- Experience in a call center environment; previous experience in healthcare is preferred
- Prior customer service experience, medical or mental health practices preferred
- Excellent interpersonal skills and professional manner
- Strong verbal and written communication skills
- Ability to schedule appointments depending on the patient needs
- Must be well organized and attentive to details
- Must be able to multi-task and prioritize work in a fast-paced work environment
- Must have strong computer proficiency
- Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture

**Position Type & Schedule**
- Type: Contract Full-time
- Schedule: Monday - Friday 11am - 8pm ET (will move to a 10 hour day, 4 days a week in the future)
- Location: South Africa
- Type: Remote

**Compensation**

The pay rate for this position is $4/hr. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

**About Us**:
Mindful Care is the first ever same-day mental health company focused on providing urgent psychiatric care, group therapy, and individual therapy, all covered by many insurance providers - including Medicare. Powered by innovative technology, Mindful Care patients don't have to wait weeks to see a qualified mental health provider. The company offers in-person and telehealth options, including for addiction recovery.

And, if you or a loved one are seeking mental health treatment, we offer telepsychiatry appointments for people in CT, FL, IL, NJ, MI, and NY. Click here to get started.

The following resources provide** free and confidential 24/7 support**:

- Suicide & Crisis Lifeline Call 988
- Crisis Text Line Text HOME to 741741
- Trevor Lifeline Call 1-866-488-7386

Mindful Care respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Mindful Care, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you,

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