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A Spanish version of this position is available upon request
La version de esta posicion esta disponible en Español si es requerida
BHSN, one of the fastest-growing organizations providing whole-person care in the region, is in search of passionate individuals to join our rapidly expanding team!
Our Customer Experience Specialist role is on the front lines of delivering an exceptional customer experience for those that we serve in those organizations in which we partner. Expected to provide an exceptional patient experience in every counter, aligned with the organizations core values. As a call center representative front end staff member, you will need to possess skills in computer software to include EMR scheduling system, active listening and triaging, and problem-solving skills. This role plays a crucial part in our organization's first encounter with those that we serve.
Work Schedule: Monday through Friday 8am-4pm or 8:30am-4:30pm or 11am-7pm (closing shift)
Essential Duties & Responsibilities:
- Helps patients understand and access our services better. Use the knowledge you gain from training, your problem-solving skills and support from your team answer patient calls effectively;
- Helps us keep track of our patient interactions. While on calls, use your expert listening skills to get to the heart of a patient’s question quickly and document all interactions in real-time;
- Obtains necessary demographic and insurance information and enters data into department computer system;
- Assists individuals in making appointments for various clinical services throughout the BHSN System;
- Communicates clear instructions and education related to scheduled services utilizing appropriate guidelines;
- Ensures patients are equipped with the best advice. Identify and empathetically address patient concerns and, if necessary, escalate appropriately;
- Facilitates appointment requests received through our internal System’s;
- Triages specific and complex inquiries to appropriate resource (management, clinical call center, billing call center, etc.);
- Documents all services in accordance with Federal/State regulations and BHSN policies and procedures;
- Supports collaboration and teamwork by sharing information and responding to questions/requests from rehabilitation team and other support providers;
- Maintains client confidentiality and confidential health information;
- Participates in meetings as scheduled;
- Assists with training new staff members;
- Additional duties as assigned.
Skills & Qualifications:
- High school diploma/GED
- 1+ years' experience preferred
- General knowledge of Microsoft Office 365 and Teams
- General knowledge of Excel
- Exceptional oral and written communication skills
- Valid NYS driver’s license and reliable transportation required for local and regional travel.
- Generous benefits, including personalized health coverage, paid time off, and holiday pay
- Working within our community, making a real impact, working alongside passionate colleagues
- Accessible leadership team, coaching for your growth, and ample training opportunities
- As a rapidly growing organization, there are endless opportunities to grow within the organization
- Community discounts, loan forgiveness & more
Skills Required
- High school diploma or GED
- At least 1 year of experience
- General knowledge of Microsoft Office 365 and Microsoft Teams
- General knowledge of Microsoft Excel
- Exceptional oral and written communication skills
- Valid New York State driver's license and reliable transportation for local and regional travel
What We Do
Driven with a passion to create a meaningful impact in the lives of those we serve and the communities we live in, the BHSN team is leading the way in the transformation of the healthcare experience. As a leader in behavioral health services, we are committed to strengthening individuals, families, and community life by bringing treatment, rehabilitation and support to our community. Using our integrated healthcare model and innovative approaches to service delivery, we provide our clients with an unparalleled experience. Our people are our difference. We are photographers, hikers, foodies, musicians, video game heroes, and every other type of individual. We embrace the unique talents and experiences each person brings to drive our mission of transforming care and enriching the lives of those around us. Since our humble beginnings as an orphanage in 1874, BHSN has evolved to include 24 human services programs and 300+ team members under the BHSN umbrella. In addition to full complement of mental health services, BHSN provides addiction recovery, care management, services to victims of domestic violence, housing, employment/education support, peer and youth/family services. Think you might be a good fit? Check out bhsn.org/careers to see all of our open positions!
