Position Summary
The Patient Outreach Representative is the operational engine behind patient access to Triplemoon's CoCM program. This role manages the day-to-day scheduling of behavioral health care manager (BHCM) sessions and intake appointments across a growing panel of partner clinics, ensuring patients move smoothly from referral to enrollment to ongoing care. The Patient Outreach Representative works closely with our Behavioral Health and Clinic Success teams to keep calendars accurate, minimize no-shows and appointment gaps, and protect a positive experience for families and clinic partners alike.
Key Responsibilities
Patient Outreach & Scheduling
- Monitor referral queues and enrollment pipelines to convert new referrals into scheduled visits within target turnaround windows.
- Contact patients via phone or secure messaging to schedule and confirm appointments.
- Educate patients on Triplemoon services, articulate support and answer patient questions accordingly.
- Ensure patients have completed all necessary legal documents ahead of first appointment.
- Support patients’ understanding of insurance coverage of services
- Follow up with patients who miss appointments or need support rescheduling.
- Track outreach efforts and maintain accurate documentation in the electronic health record (EHR)
- Flag referral or scheduling blockers to the Clinic Success team — such as incorrect diagnosis coding or missing authorizations — that prevent a patient from being scheduled.
- Support caseload balancing across BHCMs by matching patient volume and clinic capacity, state licensure, escalating capacity concerns as needed
Technology Support
- Assist patients in setting up and accessing Triplemoon’s virtual tools
- Provide troubleshooting support and clear instructions to ensure successful use of technology.
Qualifications
- 2-3+ years of experience in virtual medical scheduling, patient access, or healthcare administrative coordination;
- Pediatric or behavioral health setting preferred.
- Associates or bachelors degree from an in-person 2+ year accredited program
- The ability to speak Spanish is strongly preferred.
Skills & Competencies
- Ability to work independently, identify needs and take action without prompting
- Experience collaborating with interdisciplinary teams
- Record of timeliness and punctuality
- “Yes and” patient-first mindset
- Ability to problem-solve and think critically in fast-paced situations
- Experience with an EHR/practice management system
- Strong organizational skills and comfort managing multiple calendars and shifting priorities simultaneously
- Clear, warm communication style for interacting with families, clinic staff, and internal clinical teams
- Understanding of, or willingness to learn billing codes within scope as they relate to scheduling cadence and encounter timing
- HIPAA-conscious handling of patient information
Benefits of Joining the Triplemoon Team
- Part-time hourly, W2 role
- Hourly compensation of $23/hour with quarterly performance based bonus eligibility
- Fully remote environment
- Mentorship with other members of the team and field experts
- Opportunity to work with a rapidly growing and entrepreneurial environment where your views and ideas can have real impact
- Opportunity to directly and positively affect the lives of busy parents trying to do it all!
About Triplemoon
Triplemoon is a digital health platform transforming family wellness by addressing critical gaps in mental, behavioral, and nutritional health. We partner with providers, employers and ultimately families to provide accessible, evidence-based mental health resources that improve patient outcomes, increase provider capacity, and boost clinic financials. With growing demand for tailored, mental health resources amidst a shortage of providers (with wait times exceeding 4-6 weeks), Triplemoon is uniquely positioned to solve a critical gap in care for families and clinics. As we grow our collaborative care offering we are adding to our team.