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Patient Access - Call Center Representative (Remote)

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Why We're Here:
At Brave Health, we are driven by a deep commitment to transform lives by expanding access to compassionate, high-quality mental health care. By harnessing the power of technology, we break down barriers and bring mental health treatment directly to those who need it most—wherever they are. As a community health-centered organization, we are dedicated to ensuring that no one is left behind. Nearly 1 in 4 people in the U.S. receive healthcare through Medicaid, yet two-thirds of providers don’t accept it. Brave Health is stepping up to close this gap by making mental health care accessible, affordable, and life-changing for all.

Job Overview

As an Access Counselor, you will serve as the primary point of contact for patients, playing a vital role in guiding them through their healthcare journey. You will manage inbound communications from prospective and established clients as well as facilitating outbound phone calls, text messages and emails which will provide education on services, scheduling appointments, and assisting with pre-appointment form completion. By troubleshooting technical issues, verifying insurance, and maintaining accurate patient records, you will ensure a seamless experience while upholding HIPAA compliance. As the face of the organization, your focus on patient engagement, satisfaction, and timely problem resolution is essential in delivering high-quality virtual healthcare services.

Pay Rate

The starting pay rate for this position is $18.00 per hour.

Responsibilities

  • Interact with current and prospective patients to drive engagement and schedule appointments.

  • Educate patients about healthcare offerings, including services like BPS assessments and medication management.

  • Perform initial patient screenings and provide information on healthcare services.

  • Use motivational interviewing techniques to build relationships and ensure patient satisfaction.

  • Handle high volumes of inquiries and outreach follow-up via phone, text, and email related to appointment scheduling, rescheduling, and administrative matters.

  • Maximize provider schedules by efficiently scheduling appointments and reducing no-show rates.

  • Maintain patient charts by documenting demographic and insurance information and ensuring form completion.

  • Verify patient insurance eligibility and assist with troubleshooting during the virtual care process.

Qualifications

  • 1-3+ years in a full-time, patient-facing role in a healthcare setting

  • Tech-savvy, with the ability to self-teach new platforms and work across multiple systems/applications simultaneously

  • Strong communication skills, both verbal and written, with the ability to screen patients over the phone and provide accurate, satisfactory answers to queries and concerns

  • Calm and professional demeanor during all patient interactions, especially with those dealing with addiction or mental health disorders

  • High sense of urgency and the ability to independently manage time and resources to meet deadlines

  • Experience in appointment scheduling and patient communication, ensuring high attention to detail and accuracy

  • Thrives in a fast-paced, rapidly changing environment

  • Effective problem-solver, able to think quickly on your feet

  • Passion for increasing access to high-quality, affordable behavioral health care

  • Familiarity with Google, EHRs, HIPAA compliance, and 42 CFR regulations

  • Eligibility to work in the United States. We are not able to provide or assist with visas or attaining work eligibility

What We Offer

Brave Health provides its employees a comprehensive benefits package that includes:

  • W2, Full-time hourly position

  • Monday - Friday schedule; No on-call or weekend shifts

  • Health, Dental, Vision Insurance benefits

  • Vacation, Holiday and Sick time

Brave Health is very proud of our diverse team who cares for a diverse population of patients. We are an equal opportunity employer and encourage all applicants from every background and life experience to apply.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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