Client Experience Ambassador 2

Community Services Group; Lancaster, Northern (Lancaster County, KY); Hybrid; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Prescription Coverage

Paid Time Off

Career Development

Flexible Pay (myFlexPay)

Family Leave

FSA

401K Match

EAP

Life Insurance

Wellness Programs

Tuition Assistance

Mentor Program

Job summary

Community Services Group in Lancaster, PA, seeks a Client Experience (CX) Ambassador 2 to proactively support clients, external customers, and program partners, ensuring a high-quality experience across services.

The role includes handling referrals, initial paperwork, and service delivery from intake to completion, while resolving issues to prevent delays and denials. Strong confidentiality and collaborative teamwork are essential.

Qualifications

• Bachelor's degree required or equivalent combination of education and experience.
• 4 years of experience in a hospital or healthcare office environment.
• Ability to multitask and travel to trainings/meetings as needed.

Responsibilities

• Promote excellence by providing extraordinary customer service to internal and external customers.
• Protects clients' rights by maintaining confidentiality of personal and financial information.
• Complete new referrals into services including entry into the Electronic Health Record and initial paperwork.
• Manage client day-of-service administrative experience from intake through service delivery to completion of services.
• Coordinate with internal programs to ensure a cohesive and consistent experience for clients.

Skills

Customer service

Multitasking

Attention to confidentiality

Education

Bachelor's Degree

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Summary: The Client Experience (CX) Ambassador 2 is a primary CSG operations team member that proactively and innovatively anticipates and addresses the needs of our clients, external customers, and internal program partners ensuring a successful and satisfactory experience. The CX Ambassador 2 is responsible for supporting our customers, clients, ambassadors, employees or anyone they might come in contact with while working. It is their task to problem-solve and journey with the customer while assisting them with their needs. The CX Ambassador 2 works in small interdisciplinary and collaborative teams that have a bias for action, and are nimble, flexible, and adaptable. The CX Ambassador 2 welcomes and values diversity in thinking, actions, and ideas. The CX Ambassador 2 reports directly to the Director of Client Experience or designee. This position is based out of CSG's Lancaster Mental Health Outpatient office.

Schedule: Full-Time (40 hours per week). Office hours are Monday to Friday from 7:00 AM to 7:00 PM. Specific schedules will be discussed during interviews.

Wage Information: Starting wage: $18.00/hour, negotiable based on relevant experience.

Job Description: Promote excellence by providing extraordinary customer service to both internal and external customers. Protects clients' rights by maintaining confidentiality of personal and financial information. Complete new referrals into services including entry into the Electronic Health Record and completion of initial paperwork. Manage client day of service administrative experience from the initial contact through service delivery to completion of services. Manage client authorizations to ensure clients experience no disruption of service and no claim denials for unauthorized services. Proactively prepares for upcoming client appointments and services to ensure excellent client experience on the day of service. Collaborates and communicates with internal programs to ensure a cohesive and consistent experience for clients. Will accomplish work in small interdisciplinary and collaborative teams that value diversity in thinking, actions, and ideas. Identifies and solves claim payment issues by collaborating and communicating with clients, payers, and program partners to achieve excellent client experiences. Adjusts schedules to provide coverage for duties required to support programs. Ability to exhibit good judgment and proactively anticipate obstacles or potential issues and address them prior to becoming problems. Ability to provide support to individuals that is interactive and not simply transactional. Keep primary focus on getting tasks done correctly on the front end to ensure time is not spent correcting issues. Complete meaningful work with a bias for action, within a nimble, flexible, and adaptable team. Utilize the Electronic Health Record and ensure that it is accurate, up to date, easily understood, and utilized fully by everyone for all clinical, fiscal, and administrative functions and information for individuals in service. Accountability to deliver the expected outcomes of: High client satisfaction and high employee engagement. Increased client and employee attendance rate. Doing things in the most timely and least costly way while not sacrificing high client and employee satisfaction. Reduced licensing citations for missing information or documentation. Increased payments and reduced re-billings.

Qualifications:

• Bachelor's Degree;
• 4 years of experience in a hospital or healthcare office environment;
• Any equivalent combination of education and experience.

Additional requirements include:

• Able to multitask and manage multiple duties throughout the day.
• Able to work flexible hours are needed.
• Able to travel to trainings/meetings upon request of which may include occasional overnight stays.

CSG Offers Superior Perks & Benefits:

• Medical, Dental, Prescription, & Vision Insurance available for employees, spouses, domestic partners, & dependents who qualify.
• Generous Paid Time Off & Other Paid Leave
• Extensive Paid Training Career Development Opportunities
• Flexible Pay Options through myFlexPay
• Family Medical and Parental Leave
• Flexible spending accounts for medical & dependent care
• Traditional or Roth 401K Plans with up to 4% employer match
• Employee Assistance Program (EAP)
• Life Insurance
• Wellness Opportunities
• Tuition Assistance
• Mentor/Mentee Opportunities
• Health Insurance & Benefits availability will vary.

Why Work With Us

Make a positive impact not only in someone else's life but in your own life by becoming a valued member of the CSG Team! Community Services Group is proud to be an Equal Opportunity Employer and values a diverse, inclusive workforce. CSG helps people live more independent, fulfilling lives every day. Every role, from direct care to administration, plays a part in strengthening our communities from the inside out. For over 50 years, CSG has provided trusted mental health and intellectual and developmental disability (IDD) services across Pennsylvania. We’re a team of 1,350+ employees who believe in compassion, collaboration, and creating opportunities for growth. Both for those we serve and for each other.