Client and Family Liaison

About the Role

The purpose of the Client and Family Liaison is to provide compassionate support for clients and families during treatment. First and foremost, this includes partnering with our families who need to gather information from insurance about how to advocate for their loved ones. This can be a stressful time and families need a knowledgeable and empathetic person to help discuss these matters. This person will also be able to help create a robust experience with client-centered interactions, have knowledge about the denials and appeals process in a treatment setting and have experience with documentation and electronic health records. As we grow, we have a crucial need for high quality “client first” support. Given the complex nature of insurance, it is critical to have a dedicated liaison so that families can focus on what is truly important, getting their loved ones the care that they need. 

We’re a team of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today.

Responsibilities

• Interface daily with treatment teams, clients and family around questions related to peer reviews, appeals and insurance concerns, including how to advocate on behalf of their loved ones 
• Call insurance plans in a timely manner to schedule time-sensitive peer reviews 
• Act as a liaison between Admissions, UR and the treatment teams to ensure a seamless and supportive client and family experience from start to finish
• Quickly and effectively communicate with clinical team members, insurance plans and families given tight turn around times for the process 

Requirements

• 2+ years in a behavioral health company, healthcare administration, treatment centers, insurance, customer service, call center
• Strong communication skills and a compassionate client-centered demeanor
• Case management skills demonstrated high levels of organization and ability to track workflows through various tools
• Knowledge of HIPAA and confidentiality requirements regarding patients and strict maintenance of records
• Demonstrated track record of exceeding performance measures 
• Strong interpersonal, relationship-building and listening skills, with a natural, consultative approach

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.

The total target base compensation for this role will be between $40,000-$53,000 per year at the commencement of employment. In addition to base compensation, this role also offers a performance bonus. The expected total cash compensation range, including potential bonus, will be up to 0% of their salary per year (based on individual, team and company performance). Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health-sponsored benefits.

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