Patient Experience Specialist (INTERNAL SOL-MATES ONLY)

At SOL Mental Health, we're not just building another clinical practice—we're redefining what’s possible in mental healthcare, and that starts with exceptional people like you. As an early-phase organization with ambitious goals, we offer something rare: the chance to truly own your function and make a lasting impact on an industry that desperately needs innovation. 

Your Contributions Matter Here 

We understand that exceptional mental healthcare requires more than just talented clinicians. It demands a foundation of operational excellence, innovative thinking, and robust support systems—areas where your expertise becomes invaluable. 

At SOL, you'll find: 

• True ownership opportunities in a growing organization where your ideas can become organizational standards 

• Direct access to passionate executive leadership committed to building both an exceptional service and an exceptional workplace 

• Career development pathways that evolve as we grow, with opportunities emerging faster than in established organizations 

• Cross-functional collaboration that exposes you to multiple aspects of healthcare innovation and practice management 

 

Why Building Something New Matters 

Building a leading mental health practice is challenging—we don't pretend otherwise. But when passionate professionals unite under a common mission, exceptional things happen. Your contributions at SOL won't disappear into the machinery of a large organization; they'll visibly shape our practices, culture, and success. 

 

Position Summary

The Patient Experience Specialist works to identify and implement patient experience improvement activities and to ensure an excellent experience of care for patient’s inquiries. Patient Experience Specialist is responsible for the daily management of general customer service inbound communications from existing clients that are seeking solutions to problems or concerns related to the care provided. This role requires heavy phone work and strong verbal communication and customer service skills.

Essential Responsibilities and Duties:

• Provide outstanding customer service to clients, referral sources, and internal team members.
• Communicates with patients (including those who may be demanding or escalated) who have concerns, complaints, grievances, or general feedback about their care experience to facilitate resolution.
• Utilizes a high degree of judgement, prioritization, problem-solving and decision-making to complete a comprehensive review of patients concerns, including activating appropriate level of service recovery processes and procedures to increase patient satisfaction.
• Respond to requests for assistance and/or processing of patient fiscal responsibility.
• Helps patients to understand their healthcare experience.
• Other duties as assigned.

Job Requirements & Skills:

• Experience with front-desk operations
• Solid working knowledge of insurance plans; group health, HMO, PPO, Medicare, Medicaid, and other government payers.
• Experience in reviewing and communicating general health insurance and eligibility/benefits clearance information to patients in a healthcare setting.
• Understanding of RCM activities and ability to communicate claims adjudication and patient monetary responsibility details.
• Possess excellent customer service skills and ability to effectively communicate through verbal and digital communications.
• Extremely versatile and ability to think creatively while interacting with clients.
• Highly organized and able to juggle multiple tasks at once.
• Ability to learn systems applicable to all aspects of clinical operations.

 

We do things differently at SOL. Our values guide everything we do: 
❤️ We lead with heart 
💡 We look for good in others 
💪 We strengthen each other 
🏆 We strive for excellence 
🚀 We break new ground 

If you’re looking for a team that values your expertise, supports your growth, and empowers you to make an impact, we’d love to connect. Join us in shaping the future of mental health care. 

At SOL Mental Health, we believe that diversity and inclusion are essential to fulfilling our mission. We are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute. We actively seek candidates from diverse backgrounds and experiences, and we ensure equitable hiring practices throughout our recruitment process. SOL Mental Health is proud to be an equal opportunity employer and encourages applicants from all walks of life to apply. 

Ready to lead the charge? Apply today and help us build a brighter future for mental health!