Job Description

Tufts Participant Success Specialist

About Thriveworks

Thriveworks is one of the leading mental healthcare companies in the USA, with over 3,000 employees, and was founded by and is still led by clinicians. Having just launched a new vision to be America’s most valued mental healthcare company, where our teams can fulfill their purpose and do their best work, where clients are treated with warmth and respect, and where communities benefit from access to high-quality care to heal and thrive in life, this company is ready for a new chapter.

About the Job

The Participant Success Specialist plays a vital role in delivering an exceptional experience at Thriveworks. They are committed to providing outstanding service to both our clients and internal teams, acting as a key point of connection across the organization. With a proactive and solutions-oriented approach, the Participant Success Specialist partners closely with operations leadership, clinical staff, and teams across activation, billing, and claims to ensure every client feels supported and valued. Their dedication helps make Thriveworks a place where both care and collaboration thrive — for those seeking support and those providing it.

Compensation: $22 per hour

Key Responsibilities

Referral Management

• Receive, review, and process incoming patient referrals from providers, healthcare facilities, and other referral sources.

• Verify referral information for accuracy and completeness.

• Maintain referral tracking systems and ensure timely follow-up on all referrals.

• Collaborate with internal teams to ensure referrals are processed efficiently and accurately.

Patient Outreach & Enrollment

• Contact referred patients via phone, text, or other approved communication methods.

• Educate patients about available services, program benefits, eligibility requirements, and enrollment procedures.

• Assess patient needs and answer questions regarding services and care options.

• Guide patients through the enrollment process and obtain required documentation.

• Schedule appointments, and intake assessments as needed.

Patient Experience & Relationship Building

• Build trusting relationships with patients and caregivers through compassionate and professional communication.

• Provide ongoing support and follow-up to ensure a seamless onboarding experience.

• Address patient concerns, barriers to enrollment, and service-related questions.

• Ensure patients feel informed, supported, and engaged throughout the enrollment journey.

Documentation & Compliance

• Accurately document all patient interactions, referral activity, and enrollment outcomes within the designated systems.

• Maintain confidentiality and comply with HIPAA and all applicable healthcare regulations.

• Track enrollment metrics and maintain accurate patient records.

Collaboration & Performance

• Work closely with clinical, operational, and administrative teams to support patient enrollment goals.

• Meet established referral conversion, outreach, and enrollment performance targets.

• Identify opportunities to improve patient engagement and enrollment processes.

• Participate in team meetings, training sessions, and quality improvement initiatives.

Qualifications:

• Education: College education (BA, BS) preferred or equivalent experience in Behavioral Health/Healthcare customer service.

• Experience: Minimum 1-2 years experience in a contact center environment. Healthcare experience preferred.

• Meet requirements to work remotely in a secure location with reliable connection.

• Proficiency with electronic health records (EHR), such as Epic preferred.

• Excellent verbal and written communication skills.

• Strong attention to detail and organizational skills.

• Ability to work independently and collaboratively in a fast-paced environment.

• Empathetic and professional patient interaction.

• Previous client enrollment experience in healthcare preferred.

Benefits

• An amazing team culture

• Healthcare, Dental, Vision, and life insurance benefits

• 401K with 3% employer match

• Paid time off and paid holidays

• Additional coverage options are available, such as Short Term Disability, Long Term Disability, and Group Accident Insurance

• Professional development & advancement opportunities

Successful Thriveworks employees believe in our mission, they embody our core values, which focus on Community, Purpose, Integrity, Access, Quality, and the ability to achieve our goals and work well together. If you fit the bill and belong on our team, apply today!

Physical demands for Thriveworks positions may include being sedentary for long periods. Entering text or data into a computer through a traditional keyboard is also a requirement.

Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified to bring your unique perspective to our team.

Interested in joining Team Thriveworks? We're thrilled to meet you!

With Job scams becoming more and more frequent, here's how to know you're speaking with a real member of our team:

• Our recruiters and other team members will only email you from thriveworks@myworkday.com or an @thriveworks.com email address.

• Our recruiters and other team members may also contact you via text or phone to schedule an interview.

• A google meets interview invitation will be sent via email and will only come from an @thriveworks.com email address.

• Our interviews will take place over Google Meet (not Microsoft Teams, Zoom, or any other platform).

• We will never ask you to purchase or send us equipment.

If you see a scam related to Thriveworks, please report it to infosec@thriveworks.com. You can contact employment@thriveworks.com with any questions or concerns.

Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team.

By clicking Apply, you acknowledge that Thriveworks may contact you regarding your application.