PATIENT ADVOCATE

Position Summary

The Patient Advocate plays a dual role in supporting the patient journey across high-touch pathways (e.g., TMS, Creyos, HST, Evoke) and in managing referral pipelines and insurance navigation. This full-time, non–patient-facing position is based in the Central Business Office and acts as a key communication and coordination hub between patients, providers, and external partners.

Ideal candidates are empathetic, organized, proactive, and growth-oriented—with a passion for mental health, service excellence, and ongoing professional development.

Key Responsibilities

• Manage inbound and outbound communication with patients for TMS, HST, Creyos, and Evoke services
• Proactively follow up on provider-generated or PPG (preferred provider group) referrals from the outreach team to educate patients, answer questions, and book consultations quickly, ensuring the outreach team’s relationship-building efforts lead to scheduled appointments.
• Maintain open communication with the outreach team by updating them on referral progress, scheduling outcomes, or potential barriers, helping them strengthen trust and credibility with referring providers.
• Educate patients on ancillary services and assist with consultation bookings and onboarding
• Navigate insurance workflows including HMO referrals and authorizations by coordinating with PCPs and external clinics
• Support lead lifecycle from referral through treatment initiation, partnering with NP Leads, Schedulers, and the Referral/VOB team
• Maintain accurate documentation in Salesforce, Athena, and other internal systems
• Meet call volume expectations (60–80/day) while ensuring high-quality engagement and lead qualification
• Participate in marketing and community engagement efforts, including provider relationship development and lunch-and-learns
• Collaborate with Care Navigator and Patient Advocate teams to ensure effective execution of orders and seamless patient care
• Handle referral management from intake to provider scheduling, ensuring timely coordination and documentation
• Communicate with referring providers and internal teams to gather necessary information and support patient care transitions
• Conduct outbound calls to patients and providers to confirm referral details, provide updates, and facilitate next steps
• Monitor and track the status of all referrals in Salesforce and follow up as needed to prevent delays in care

Required Skills & Attributes

• Strong verbal and written communication, with active listening and probing skills
• High empathy and professionalism when handling sensitive or complex cases
• Organized, detail-oriented, and self-motivated with a proactive mindset
• Customer-service and results-driven sales orientation
• Comfortable with high-volume environments and CRM systems (Salesforce preferred)
• Familiarity with TMS workflows, VOB logic, and insurance processes a plus
• Team player with a coachable attitude and growth mindset

Education & Experience

• College degree or equivalent experience required
• 0–2 years of experience in sales, customer service, lead generation, or healthcare navigation

Work Environment & Physical Demands

• Office-based role with frequent phone and computer use (up to 70–75% of the day)
• May include occasional light lifting (up to 25 lbs) and travel within DFW for provider meetings
• Close visual acuity needed for screen work and documentation tasks

EEOC Disclosure

Salience Health is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

Job Type: Full-time

Pay: $48,000.00 - $78,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Supplemental Pay:

• Bonus opportunities
• Commission pay

Work Location: In person

REQUIRED EDUCATION/EXPERIENCE:

College Degree or equivalent

0-2 years of sales experience, customer service or lead generation

Knowledge of Salesforce preferred but not required

Treatment Coordinator Experience is preferred but not required