Sales, Consult & Patient Retention Specialist

Primary Responsibilities

• Conduct phone consultations with prospective patients.
• Educate patients about available services, treatment options, and the patient journey.
• Answer questions regarding treatments, scheduling, insurance, and financing when applicable.
• Build trust and rapport while helping patients determine the next appropriate step.
• Convert qualified inquiries into scheduled consultations or evaluations.
• Follow up consistently with prospective patients who have not yet scheduled.

Lead Management

• Manage all incoming phone, website, and referral inquiries.
• Track leads from initial contact through scheduling and intake completion.
• Maintain CRM or EverPatient lead management system with accurate notes and follow-up tasks.
• Respond promptly to voicemail, email, text, and online inquiries.
• Monitor referral sources and communicate with referring providers as needed.
• Ensure no qualified lead goes without timely follow-up.

Scheduling & Patient Coordination

• Schedule new patient consultations, evaluations, and follow-up appointments.
• Cookordinate provider schedules to maximize efficiency.
• Reschedule appointments when necessary while minimizing gaps.
• Verify appointment readiness before visits.
• Confirm appointments and reduce no-show rates through proactive communication.

Intake & Administrative Support

• Send intake paperwork and electronic consent forms.
• Ensure all required forms are completed before appointments.
• Collect and verify demographic and insurance information.
• Assist with prior authorization coordination by gathering required documentation.
• Answer incoming telephone calls professionally and efficiently.
• Respond to patient messages within established service standards.
• Aid front office staff during busy periods.

Customer Experience

• Deliver exceptional customer service during every interaction.
• Communicate with empathy, professionalism, and confidence.
• Help reduce patient anxiety by clearly explaining next steps.
• Resolve concerns or escalate issues appropriately.
• Represent EleMental Health's mission and values in every patient interaction.

Qualifications

• High school diploma required; associate's or bachelor's degree preferred.
• Minimum 2 years of experience in healthcare, medical sales, customer service, or patient coordination preferred.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Comfortable discussing medical services in a compassionate, educational manner.
• Experience with electronic medical records (EMR) and scheduling software preferred.
• Proficiency with Microsoft Office and Google Workspace.
• Ability to work independently while collaborating with the clinical team.

Preferred Experience

• Mental health or behavioral healthcare.
• Medical office scheduling.
• Insurance verification.
• Prior authorization processes.
• Consultative sales or patient education.
• CRM or lead management systems.

Core Competencies

• Compassionate communication.
• Relationship building.
• Consultative sales.
• Organization and attention to detail.
• Initiative and follow-through.
• Time management.
• Problem solving.
• Adaptability.
• Professionalism.
• Teamwork.