Job Description

At Author Health, we’re revolutionizing how mental health care is delivered, and we want you to be part of it! Our mission is to bring compassionate, high-quality care to people with serious mental illness, substance use disorders, and dementia, including older adults.

We don’t just treat symptoms. We treat people — fully, holistically, and with heart! Through our virtual-first, innovative care model, we deliver community-based wrap-around outpatient mental health care inclusive of psychiatric, psychotherapeutic and care management services. We partner with primary care providers, hospitals, families, and caregivers to keep patients out of the hospital and empower them to live healthier, more connected lives.

At Author, inclusivity isn’t a checkbox. It’s how we build trust and drive better outcomes! We honor the unique cultures, identities, and stories that shape every patient’s experience, and we’re creating a workplace where team members can show up as their full selves, too.

If you’re driven by purpose, ready to shake up the status quo, and eager to make a real impact on people’s lives, we’d love to meet you. Let’s build the future of mental health care together!

The position serves as the primary point of contact for patients and caregivers, providing support for scheduling, appointment management, billing inquiries, medication follow-ups, and urgent healthcare needs. This role ensures a seamless patient experience through effective communication, accurate documentation, and collaboration with clinical teams while maintaining HIPAA compliance and high-quality customer service.

Roles and Responsibilities:

● Handle all incoming patient inquiries with professionalism, efficiency, and compassion, serving as the primary point of contact for every patient.

● Adhere strictly to the Inbound Call Procedure and Scripting, including the Standard Greeting Script, for consistent and empathetic communication.

● Triage and resolve common inbound call reasons, including initial scheduling, re-scheduling, appointment troubleshooting, insurance/billing questions, patient feedback/complaints, medication status questions, and urgent patient needs

● Provide support for appointment management, including verifying appointment times and rescheduling appointments. Handle emergency calls requiring urgent visits as needed.

● Assist patients with questions about medication status, re-sending scripts to pharmacies when needed.

● Execute core inbound call procedures using essential Author software tools.

● Document in CRM tools to log all call details (type, resolution, duration) and ensure data accuracy and HIPAA compliance.

● Work collaboratively with care teams to ensure a seamless transition from initial contact to ongoing support.

● Maintain availability to receive inbound patient calls throughout the entire scheduled shift, outside of designated break and meal periods.

● Provide feedback on engagement strategies to improve and evolve our approach, ensuring that we remain patient-focused and effective.

Required Qualifications:

• Graduate of any 4-yr allied healthcare degree
• At least 1 year of experience in a CSR role supporting U.S. healthcare accounts
• Experience in a high-volume inbound support or customer service environment
• Profound commitment to adherence to HIPAA regulations and internal company policies to ensure compliance.
• Strong tech proficiency and comfort using technology in daily work.
• Strong ability to initiate conversations and build connections quickly, especially with individuals with vulnerable health care needs.
• Proficiency in critical thinking, time management, and multitasking.
• Able to work independently and meet goals successfully.
• Excitement for working in an innovative, fast-paced startup environment.
• Demonstrated ability to de-escalate emotional or high-stress patient situations with empathy, and effectively guide conversations toward a positive resolution or clear next steps.
• Willing to work full-time onsite.
• Must be willing to work in Makati or Pasig Office
• Amenable to work Monday to Friday on US business hours

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All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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