Client Success Specialist

About Birches Health

Gambling has taken over the US. More than 20% of Americans now regularly bet on sports and the risks of gambling addiction overall have increased by 30% in just the past few years. Never before has there been 24/7 access to gambling, sports betting, fantasy sports, and day trading in person and on your phone. But as this widespread gambling movement creates record levels of gambling addiction and millions of dollars of debt, problem gamblers still cannot access the treatment they need - geographically or financially.

Birches Health provides virtual therapy for gambling addiction from specialized clinicians. Our care is covered by insurance to ensure access to treatment for problem gamblers. We work with patients throughout their gambling addiction journey to improve clinical outcomes and reduce healthcare costs.

Our mission is to build the medical and technological infrastructure for behavioral addiction in the US to make sure millions of patients receive the highest quality clinical outcomes and path to recovery they deserve. We're well funded by the best in the business, including prominent healthcare and technology investors as well as C-suite healthcare angels at private and public companies.

Join us to bring addiction care into the present day.

About the role

The Client Success Specialist provides an excellent experience for both patients and providers by supporting a wide range of operational needs. They act as a flexible team member who can float between intake, scheduling, and inbound support, ensuring inquiries are handled promptly and accurately. They help keep provider schedules full and optimized, guide patients through key steps of the onboarding process, and assist with day-to-day administrative tasks such as emails, faxes, and authorizations. This role is essential in ensuring patients receive timely access to high-quality clinical care and that our operations run smoothly across the entire client journey.

Schedule

• Monday – Thursday: 9:00AM - 5:30PM EST (30-min lunch)
• Friday: Off
• Saturday: 4 hours (time TBD)
• Sunday: 4 hours (time TBD)

You will:

• Answer incoming patient inquiries, provide accurate information, and schedule appointments.
• Make outbound calls to patients and insurance companies as needed.
• Coordinate patient scheduling with providers and help optimize provider availability.
• Support clinicians via email, including appointment scheduling assistance, patient follow-ups for late telehealth arrivals, and sending referral information.
• Guide patients through the onboarding process, including completing required forms.
• Verify insurance information and communicate benefit details to patients.
• Schedule appointments in our electronic health record (EHR) system.
• Troubleshoot minor technical issues or escalate them to the Operations Team.

Desired Competencies:

• Strong written and verbal communication skills
• Excellent customer service skills
• Ability to multitask while maintaining accuracy
• Ability to clearly document processes and create standard operating procedures
• Passionate about working in healthcare and committed to delivering a best-in-class patient experience
• Flexible in your approach and demeanor in order to align with the shifting demands of evolving circumstances

Your Qualifications:

• Experience providing phone, email and SMS-based customer service
• Experience answering phones and multitasking in a fast-paced environment
• Experience scheduling appointments
• Medical Reception experience and experience using an Electronic Health Record (EHR) is preferred, but not required
• Google Suite, plus if you have worked with Google Sheets & Slack
• Previous experience in a healthcare environment & knowledge of HIPAA regulations are a plus

Job Type: Full-time

Pay: $ $20.00 per hour

Benefits:

• Professional development assistance
• Work from home

Application Question(s):

• This role involves managing a high volume of calls, messages, and scheduling tasks throughout the day. Can you describe your experience working in a fast-paced environment with high inbound/outbound call volume and multiple simultaneous tasks?

Work Location: Remote