Customer Experience Specialist

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! The Customer Experience Specialist (CES) is on the front lines of delivering an exceptional customer experience for those that we serve in those organizations in which we partner. At the discretion of the program director, may be assigned to train and supervise other staff as deemed appropriate. Expected to provide an exceptional patient experience in every counter, aligned with the organizations core values. Work Schedule: TBD Approx. Mon, Tues, Thurs, Fri 8:30am-4:30pm, Wed 11:00am –7:00pm What’s in it for you? Generous time off (with no wait time for accruals) Health, vision, and dental coverage (at a low-cost to you) Retirement savings plans Opportunities for advancement and growth within BHSN Mentorship and training programs Minimum 10 paid BHSN holidays off annually Working within our community, making a real impact, & working alongside passionate colleagues What your day might look like: Provide an excellent customer service experience to clients, agency staff, and community partners. Use knowledge of BHSN’s services and problem-solving skills to help clients understand and access services more effectively. Respond to calls and in-person requests in a courteous and professional manner. Help 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. Ensure patients are equipped with the best advice. Identify and empathetically address patient concerns and, if necessary, escalate appropriately. Assists individuals in making appointments for various clinical services throughout the BHSN System. Identifies specific patient needs to determine appropriate appointment type, location and urgency. Obtains necessary demographic and insurance information and enters data into department computer system. Verifies insurance coverage and other related data with third party carriers for scheduled appointments/procedures. Determines if patient requires language interpretation, wheelchair and/or transportation accommodations and facilitates scheduling of services. Communicates clear instructions and education related to scheduled services utilizing appropriate guidelines. Facilitates appointment requests received through our internal System’s Uses procedures, policy manuals, knowledgebase and other reference materials to assist in answering various general inquiries and issues. Triages specific and complex inquiries to appropriate resource (management, clinical call center, billing call center, etc.). Documents customer inquiries, issues, transactions and other relevant information into department computer system. Identifies unusual events or consistent problem areas and addresses with management. Suggests methods to simplify, enhance or update procedures Other duties as assigned Skills and Qualifications: High School Diploma / GED required 1 year of relevant experience (preferred) Computer savvy Able to work and multitask in a fast-paced environment Excellent communication skills (verbal and written) BHSN is an Equal Opportunity Employer, and supports Diversity, Equity, and Inclusion in its hiring and employment practices so that every team member can feel like they belong and be their authentic self to thrive in their personal and professional lives. In order to do that, all applicants will receive consideration for employment without regard to age, race (including traits historically associated with race, including but not limited to, hair texture and protective hairstyles), creed, color, national origin, sexual orientation, military status, sex, disability, genetic predisposition or carrier status, marital status, arrest record or status as a victim of domestic violence, familial status, gender/gender expression, reproductive health decisions, citizenship or immigration status or any other factor prohibited by law.