Patient Outreach Specialist

PursueCare is a mission-driven, patient-focused company that provides compassionate, judgement-free addiction recovery and behavioral health services to patients via telemedicine.  Our inclusive and inspiring company culture empowers employees to be the best version of themselves.

Overview: Play a vital role in connecting patients with services in a timely manner.  Your focus will be direct and active patient communication to remind them of appointments, collect payments, facilitate rescheduling. You will also assist the patient management team with schedule maintenance to maximize patients’ timely access to treatment.

Essential Responsibilities & Duties:

Scheduling and Appointment Management

• Monitor SMS appointment confirmation reports.
• Make outbound appointment reminder calls. Follow up with email and chat as needed
• Provide clients with pre-appointment instructions and answer any questions
• Communicate effectively with patients and staff to confirm appointments and address any scheduling conflicts
• Coordinate with patients, service providers, and case managers to ensure seamless scheduling.
• Monitor daily schedule and handle cancellations and rescheduling requests efficiently
• Monitor schedule utilization and use of double-booking procedures
• Monitor appointment reports and assist with follow-up scheduling
• Maintain accurate records of appointments and client interactions~               

Patient Financial Account Management

• Collect copays, estimated coinsurance or self-pay fees prior to each appointment.
• Assist PAS team with insurance coverage and benefits verification using available tools and calling payers when needed. 
• Clearly explain payment policies, financial responsibility and self-pay fees to patients
• Implement a system to track and follow up on outstanding co pays and coinsurance.
• Maintain detailed records of collections, including dates, amounts, and payment methods.

Administrative: RESET / RESET-O

• Serve as back up account administrator, update tracking board for activations and claim creation
• Provide patient education on RESET/RESET-O and assist with app activation
• Trouble shoot RESET/ RESET-O app issues and escalate to the support team as needed

Other duties as assigned

Education & Experience:

• Associate or bachelor’s degree, preferably in healthcare management, nursing, or other healthcare related field, or related experience.
• High volume inbound, outbound, and calling experience preferred
• Basic knowledge of insurance verification, terminology and processes

Qualifications & Key Competencies:

• Excellent computer skills and a demonstrated comfort with technology.
• Excellent and thoughtful verbal and written communication skills
• Excellent organizational skills
• Desire to learn and grow with our company - to put in the time, focus and effort necessary to advance to the next level of their career
• Work style, pace and drive to make things happen, with a bias for initiating and driving positive results

Physical Requirements/Work Environment:

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

Work is performed primarily in a traditional on-site clinical setting, pharmacy, or clinic, where the employee is regularly required to sit, stand, and demonstrate manual dexterity. Employees working in home office environments are required to verify their workspaces comply with workplace safety policies.   

Company Overview:

PursueCare provides virtual addiction treatment for opioids, alcohol, and other substance use disorders via a smartphone app. Our low-barrier digital program offers access to doctors prescribing Medically Assisted Treatment (MAT), counselors, therapists, psychiatric care, at-home screening, resources, and direct medication shipment.  Joint Commission-accredited, we partner with health systems, employers, and health plans, prioritizing clinical excellence and innovating care for vulnerable populations.

We offer qualifying employees flexible paid time off, competitive pay, bonuses, comprehensive health benefits, and a 401K with company contributions. Headquartered in Middletown, CT, with satellite locations, we provide work-from-home opportunities for select positions, ensuring core competencies are met. We are committed to being an Equal Opportunity Employer and paying living wages.

Join us in our mission to provide compassionate care and support to individuals seeking addiction treatment. If you possess the key qualifications and are passionate about making a difference, we invite you to apply for this rewarding role.

PursueCare is an equal opportunity employer and values diversity in our workforce. We encourage applications from all qualified individuals, including those with diverse backgrounds and those with disabilities.