Customer Experience Specialist

Job Description

Job Description

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.

What’s in it for you?

• 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

BHSN is an Equal Opportunity Employer and champions Diversity, Equity, and Inclusion across all levels of the organization. We are committed to ensuring every team member can be their authentic self and thrive both personally and professionally. We consider all qualified applicants without regard to race (including traits historically associated with race such as hair texture and protective hairstyles), ethnicity, color, creed, national origin, gender identity or expression, sexual orientation, age, disability, marital or familial status, military or veteran status, genetic predisposition or carrier status, arrest or conviction record, domestic violence survivor status, reproductive health decisions, citizenship or immigration status, or any other factor protected by law.