Customer Support Specialist - EST

Company Description:

Quartet is a leading tech-enabled behavioral health company that works with health plans, systems, and provider groups to deliver speed to quality behavioral health care for all. Through sophisticated data and analytics, along with personalized services, Quartet exists to advance quality care as defined by four measures: speed to care, seamless patient experiences, improved health outcomes, and affordability for patients. The company is backed by venture funding from top investors including Oak HC/FT, GV (formerly Google Ventures), F-Prime Capital Partners, Polaris Partners, Deerfield Management, Echo Health Ventures, Centene Corporation, and Independence Health Group.

innovaTel is a leading telepsychiatry provider dedicated to improving access to exceptional psychiatric care. innovaTel partners with clinical organizations to provide a range of services to both adults and children including psychiatric evaluations, therapy, medication management, patient education and consultations. 

In 2021, Quartet acquired innovaTel and are now coming together to deliver on our shared mission, delivering speed to quality mental health care for all.  We are deeply committed to growing a diverse team and an equitable and inclusive culture where all Quartetians are empowered to be themselves and do their best work. We know this is vital in realizing our mission to improve the lives of people with mental health conditions. As part of our commitment to building a diverse team, we have signed the Parity Pledge and actively encourage applicants of all backgrounds to apply.

About the team & Opportunity:

The Patient Operations team is responsible for working directly with patients and their providers to connect them to mental health care. We respond to referrals from a patient’s referring provider and proactively reach out to patients who have mental health needs. Our goal is to reduce the challenges that patients face in their search for care, and strive to make the process as seamless as possible in order to connect them to their physicians for proper mitigation of their symptoms.

This role is Full Time from 9am-6pm EST.

• Up to $49,875 total annual compensation (salary + bonus)
• $47,500 annual base salary
• 5% annual target bonus, based upon performance. Bonuses will be achievable for all clinicians

Accountabilities:

• Patient and Provider Interactions:
• Work directly with patients via inbound calls, to assist them with getting connected to mental health care.
• Obtain information regarding patient needs and preferences, and escalate to a Care Navigator when appropriate based on care needs.
• Lead informed discussions with patients in order to surface care needs and support their care journey.
• Work with providers via inbound calls to assist them with getting their patients connected to mental health care and working to resolve issues they may have when submitting patient referrals. 
• Receive inbound calls from case managers to create referrals and assist their patients with getting connected to mental health care. 
• Administrative duties:
• Document patient and/or provider interactions.
• Utilize Quartet technology, tools, messaging, and workflows.
• Support administrative tasks needed by the Care Navigation team.
• Establish a core understanding of Quartet's product, in order to successfully route a patient to the right care.
• Apply foundational knowledge of our workflows and market nuances to assist patients in their journey to care and support providers with submitting patient referrals.
• Measures of success:
• Meet team expectations for performance and output.
• Answer targeted number of patient and/or provider phone calls each day in a timely manner.
• Commitment to standardized Care Support Specialist performance metrics.
• Provide exceptional customer service to patients and/or providers while connecting them with care or troubleshooting the reason for their call. 
• Collaboration:
• Investigate and surface patient and/or provider needs as necessary to their Care Navigator, Clinician, Network Success Manager, or Provider Support Specialist.
• Communicate clearly with the patients’ Care Navigator to share knowledge on the patients’ treatment needs and preferences.
• Work cross-functionally to improve patient outcomes.

Minimum Qualifications:

• 2+ years experience working in an inbound call center and/or administrative assistant
• Willingness and comfort with swift tactical changes based on engagement learnings