Customer Care Associate Family Medicine Biltmore Campus (Asheville)

JOB SUMMARY:

The Customer Care Associate will serve patients byassistingwith check-in and check-out responsibilities and appointment scheduling while providingan excellentpatient experience.

SPECIFIC RESPONSIBILITIES:

• Check-in patients via phone or live

• Updatepatientsdemographic and insurance information

• Verify insurance as needed

• Collect payments and reconcile cash drawers as assigned

• Refer patients to financial advocates as needed

• Prepare and provideappropriate patientpaperwork

• Respond to walk-in patient needs

• Monitor waiting room for delays

• Check-out patients

• Schedule appointments

• Provide patients with clinical summary following visit

• Coordinate interpreting services for patients

• Reconcile appointments

• Answer phoneschecksvoicemails monitors phone volume

• Collects and distributes mail

• Scan and fax documents

• Monitorsappropriate electronichealth record inbox and provides follow-up

• Participatesin orientation ofnew staff

• Float in between front desk and scheduling areas as needed

• Provide satellite coverage as assigned

• Participate in process improvement of new and existing workflows

• Actively embraces and supports divisional and organizational initiatives

• Participate in outreach initiatives community events and seasonal clinics

KEY COMPETENCIES:

• Communication Skills

Effectively and respectably communicate with other individuals whether it be a colleague patient or patients family member and appropriatelyenumerateinformation in a manner easily understood by all parties. We dothistofoster a culture of understanding between all parties especially in complex anddifficult situations toultimately providethe best care possibletoour patients and their families.

• Decision Making

Ability to make the mostappropriate decisionin a givensituation and thentakingthe next steps to ensureappropriateandtimelycompletion. This requires conflict resolution skills critical thinking skills confidencein your ability to make the right decision in most situations. This also includesabilityto prioritize your workday appropriately to ensure the most important tasks are completed on time.

• HealthCare Knowledge

Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team as also includes keeping up with your licensure and yearly training requirements within yourareaexpertisealong with MAHECsorganizational training. Finally the ability to apply the depth of knowledgemaintainedand gained through this process in real life scenarios asappropriate.

• Interpersonal Skills

Showing the ability to meetdifficult situationswith grace professionalism and understanding. Within your area of expertise showing respect and showing empathy where appropriate with your colleagues patients and their family at all times even whenitsmost difficult to do so. This is done in part by effective listening being your authentic self showing responsibility and dependability and being patient with others.

• Organizational Values

Adherence to MAHECs founding principles and incorporating them every day. This includes among others having integrity and accountability reverence for other cultures andequitablepracticesabilityto manage change and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to dothebest for each other and gives personal ownership towards the goal of helping people in their time of need.

• Problem Solving

Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come toan appropriate resolutionfor a given issue. This helps to drive continuous improvement by thinkingthroughwhere we can improve in a novel way. Measures success by understanding where we are currently and where we want to go and then applying thosenew ideasto affect positive change.

SPECIFIED SKILLS

COMPUTER

• Advanced computer skills as related to working with medical office software program(s)

• Experience with Electronic Health Records

FOREIGN LANGUAGE

• Ability to speak Spanish strongly preferred

OTHER

• Knowledge of medical office functions including business officework flows

EDUCATION AND EXPERIENCE

MINIMUM QUALIFICATIONS:

• Any combination of education and experience equivalent to the following: High school diploma or equivalent two years of relevant experience orcomparable combined education and/or experience required.

PREFERRED QUALIFICATIONS:

• Previousexperience in a medical office/clinical environment preferred.

SCHEDULE:

• Regular attendance on-site is an essential function of this position. Typical business hours are Monday Friday 8:00 am to 5:00 pm (or flexed to best meet the needs of the clients and/or the Division);40 hoursper workweek; weekend holiday or evening coverage is occasionallyrequired. Work hours will need to be flexiblein order torespond to special work assignments or evening activities as requested by the team leader.

COMPENSATION:

• $20.63/hour full-time MAHEC Total Rewards Package

At MAHEC we strive to equip all team members with Total Rewards (pay benefits) to honor their service support their health manage their financial security build their career and thrive.

MAHEC is a qualifying employer for the Public Service Loan Forgiveness (PSLF) Program. Employees who meet federal requirements may be eligible to have remaining student loan balances forgiven after 10 years of qualifying payments while working full-time at MAHEC.

If you are interested in this role and you have related experience and qualifications we encourage you to apply or reach out to for support in your job search process. You could be the talent we are seeking for this or other opportunities

All MAHEC employees and learners will be required to receive the Flu vaccine or have an approved exemption.

MAHEC does not provide employment-based US visa sponsorship now or in the future. All new employees must provide valid original I-9 documents on their first day of work.

MAHEC Talent Management is located at 121 Hendersonville Road Asheville NC 28803. Equal Opportunity Employer.

Required Experience:

IC