Patient Support Engagement Coordinator

Description

Welcome to CleanSlate Centers, where our mission is clear but far from simple: helping individuals reclaim their lives from addiction. Last year alone, we guided over 35,000 people on their journey towards recovery. As a national leader in outpatient addiction medicine, we operate 65 centers across the country, specializing in Medication-Assisted Treatment (MAT) for opioid and alcohol use disorders, integrated with comprehensive behavioral healthcare. 

At CleanSlate, our strength lies in our team—compassionate, innovative, and ready to make a tangible impact. We are more than just healthcare providers; we are life-changers and hope-bringers. We understand that the path to recovery is as personal as the stories of those who walk through our doors, and we are committed to supporting each journey with empathy and respect. 

Training hours:

• Monday-Friday 8:30-5pm EST / 7:30-4pm CST / 5:30-2pm PST

Hiring hours:

• Monday - Thursday: 11:30-8pm EST / 10:30-7pm CST / 8:30-5pm PST

• Friday: 8:30-5pm EST / 7:30-4pm CST / 5:30-2pm PST

As a Patient Support Engagement Coordinator at CleanSlate Centers, you are a vital connection between patients and their care teams, ensuring individuals feel supported, heard, and empowered throughout their recovery journey. This role combines outreach, coordination, and advocacy to strengthen patient engagement and improve appointment attendance across multiple treatment centers. With a compassionate and solution-oriented approach, you help identify and address barriers to care—such as transportation, financial concerns, or access to resources—while maintaining accurate records and clear communication. Your ability to build trust, foster positive patient relationships, and contribute to retention efforts directly supports our mission to deliver accessible, high-quality addiction treatment and whole-person care.

Performance Responsibilities:

• Proactively reach out to patients to confirm upcoming appointments and encourage attendance.

• Develop positive relationships with patients to build trust and motivate them to keep their scheduled appointments.

• Address any concerns or barriers to attending appointments, such as transportation or financial issues.

• Provide patients with information about insurance, financial assistance, and community resources as needed.

• Ensure patients feel heard and supported by maintaining a compassionate, patient-centered approach in all communications.

• Accurately maintain patient records and document all interactions, including appointment scheduling and any concerns or issues addressed.

• Ensure all patient information is up to date in the medical record system and accessible to other team members as needed.

• Work with patients to help them overcome barriers that may prevent them from attending appointments.

• Act as a supportive resource for patients, offering encouragement, compassion, and a non-judgmental space to discuss challenges they are facing.

• Maintain compliance with all levels and forms of patient confidentiality.

• Provide crisis intervention as necessary.

• Assist the center and management teams with patient retention services across multiple centers.

• Manage an average of 75-100 inbound and outbound calls per day promptly.

• Respond promptly to emails and online chat messages.

• Schedule appointments using computerized scheduling systems.

• Resolve patient issues and consistently meet or exceed patients’ service expectations.

• Maintain accurate patient accounts by obtaining, recording, and updating personal, financial, and insurance information.

• Handle new patient registration, healthcare insurance verification, and scheduling.

• Meet performance goals established for the position with regard to efficiency, call quality, attendance, calls per day, and patient satisfaction.

• Communicate all critical and functional concerns to the manager and make recommendations for solutions.

• Proficiency in MS Office and Office 365 is required.

• Ability to perform well under pressure while treating others with respect.

• Provide support, patience, and compassionate customer service to the individuals we serve.

• Demonstrate the ability to multi-task and solve problems effectively.

• Maintain acceptable and reliable attendance and punctuality.

• Adhere to company policies regarding confidentiality.

• Perform any other tasks assigned.

Qualifications

Qualifications:

• A bachelor’s degree in human services, healthcare, social work, or a related field is preferred.
• Excellent written and verbal communication, organizational, and customer service skills.
• Knowledge of community resources, networking, and referral processes.
• Experience in care coordination, recovery support, addiction recovery, or working with patients with chronic conditions.
• Remote experience working from home.
• Knowledge of and proven experience navigating and documenting in an EMR system.
• Ability to work independently with minimal supervision.
• Ability to handle multiple tasks simultaneously and prioritize based on severity of need.

Discover the Benefits of Being Part of the CleanSlate Team 

At CleanSlate Centers, we understand that our team's well-being is essential to their success both personally and professionally. That’s why we offer a comprehensive benefits package that supports not just your health, but also your future and your family. Here's what you can look forward to when you join our dedicated team: 

• Generous Time Off: Unwind and recharge with 15 days of Paid Time Off (PTO), plus six fixed holidays and one floating holiday to celebrate what's most important to you. 

• Future-Proof Your Finances: Secure your financial future with our 401(k) complemented by a company match to help your savings grow. 

• Healthcare Your Way: Eligible Team Members working a minimum of 30 hours per week can access affordable medical plans tailored to meet diverse health needs. 

• Dental and Vision: Available for Team Members working at least 20 hours per week, our dental and vision plans help you maintain your best health. 

• Extra Care Dollars: Make the most of Flexible Spending Accounts for both healthcare and dependent care expenses, stretching your earnings further. 

• Health Savings Account (HSA): Enhance your ability to save for health expenses with pre-tax dollars through an employer contribution to your HSA. 

• Comprehensive Insurance Coverage: Rest easy knowing you're covered with company-paid Life, AD&D, and both Short- and Long-Term Disability insurance. 

We are an Equal Opportunity Employer.