Tufts Participant Success Specialist

Tufts Participant Success Specialist

About Thriveworks 

Thriveworks is one of the leading mental healthcare companies in the USA, with over 3,000 employees, and was founded by and is still led by clinicians. Having just launched a new vision to be America’s most valued mental healthcare company, where our teams can fulfill their purpose and do their best work, where clients are treated with warmth and respect, and where communities benefit from access to high-quality care to heal and thrive in life, this company is ready for a new chapter.

About the Job 

The Participant Success Specialist plays a vital role in delivering an exceptional experience at Thriveworks. They are committed to providing outstanding service to both our clients and internal teams, acting as a key point of connection across the organization. With a proactive and solutions-oriented approach, the Participant Success Specialist partners closely with operations leadership, clinical staff, and teams across activation, billing, and claims to ensure every client feels supported and valued. Their dedication helps make Thriveworks a place where both care and collaboration thrive — for those seeking support and those providing it.

Compensation: $22 per hour

Key Responsibilities 

Referral Management

• Receive, review, and process incoming patient referrals from providers, healthcare facilities, and other referral sources.

• Verify referral information for accuracy and completeness.

• Maintain referral tracking systems and ensure timely follow-up on all referrals.

• Collaborate with internal teams to ensure referrals are processed efficiently and accurately.

Patient Outreach & Enrollment

• Contact referred patients via phone, text, or other approved communication methods.

• Educate patients about available services, program benefits, eligibility requirements, and enrollment procedures.

• Assess patient needs and answer questions regarding services and care options.

• Guide patients through the enrollment process and obtain required documentation.

• Schedule appointments, and intake assessments as needed.

Patient Experience & Relationship Building

• Build trusting relationships with patients and caregivers through compassionate and professional communication.

• Provide ongoing support and follow-up to ensure a seamless onboarding experience.

• Address patient concerns, barriers to enrollment, and service-related questions.

• Ensure patients feel informed, supported, and engaged throughout the enrollment journey.

Documentation & Compliance

• Accurately document all patient interactions, referral activity, and enrollment outcomes within the designated systems.

• Maintain confidentiality and comply with HIPAA and all applicable healthcare regulations.

• Track enrollment metrics and maintain accurate patient records.

Collaboration & Performance

• Work closely with clinical, operational, and administrative teams to support patient enrollment goals.

• Meet established referral conversion, outreach, and enrollment performance targets.

• Identify opportunities to improve patient engagement and enrollment processes.

• Participate in team meetings, training sessions, and quality improvement initiatives.

Qualifications:

• Education: College education (BA, BS) preferred or equivalent experience in Behavioral Health/Healthcare customer service.

• Experience: Minimum 1-2 years experience in a contact center environment. Healthcare experience preferred.

• Meet requirements to work remotely in a secure location with reliable connection. 

• Proficiency with electronic health records (EHR), such as Epic preferred.

• Excellent verbal and written communication skills.

• Strong attention to detail and organizational skills.

• Ability to work independently and collaboratively in a fast-paced environment.

• Empathetic and professional patient interaction.

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