Client Experience Ambassador 2

Community Services Group - CSG; Town of Lancaster (NY); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Paid Time Off

Training & Career Development

401K Plan with employer match

Employee Assistance Program

Life Insurance

Wellness Programs

Tuition Assistance

Mentor/Mentee Program

Job summary

Community Services Group (CSG) is seeking a Client Experience Ambassador 2 in Lancaster, NY. The role focuses on delivering outstanding customer service to clients, colleagues, and program partners with meticulous confidentiality and accurate documentation.

You will handle referrals, manage day-of-service processes, and coordinate authorizations to ensure uninterrupted care, while collaborating with internal teams to provide a seamless client journey in a flexible, team-oriented environment.

Qualifications

• Requires either a Bachelor's Degree or 4 years of experience in a hospital or healthcare office environment.
• Experience with patient/client interactions and maintaining confidentiality is essential.
• Ability to multitask and travel for trainings/meetings as needed.

Responsibilities

• Promote excellence by providing extraordinary customer service to internal and external customers.
• Protect clients' rights by maintaining confidentiality of personal and financial information.
• Enter new referrals into services, including EHR entry and initial paperwork.
• Manage client day-of-service administrative flow from first contact to service completion.
• Coordinate client authorizations to avoid service interruptions and denials.
• Prepare for upcoming appointments to ensure a smooth day-of-service.
• Collaborate with internal programs to ensure a cohesive client experience.
• Work in small teams that value diverse thinking and ideas.
• Resolve claim payment issues by coordinating with clients, payers, and partners.
• Adjust schedules to cover programmed duties as needed.
• Provide proactive, interactive support rather than transactional assistance.
• Utilize EHR accurately and keep data up-to-date for clinical, fiscal, and administrative use.

Skills

Customer service

Confidentiality

Documentation

Scheduling

Problem solving

Team collaboration

EHR proficiency

Communication

Education

Bachelor's Degree

4 years healthcare office experience

Tools

Electronic Health Record

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, may be 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:

This position requires one of the following combinations of education and experience: Bachelor's Degree; OR 4 years of experience in a hospital or healthcare office environment; OR an equivalent combination of education and experience.

Additional Requirements:

• Able to multitask and manage multiple duties throughout the day.
• Able to work flexible hours as needed.
• Able to travel to trainings/meetings upon request, 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 an impact. Change lives right in your own community. Grow your skills. Learn, develop, and build a meaningful career. Be valued. Be part of a team that supports and celebrates you.

Since 1972, CSG's mission has been simple: to help people reach their full potential through innovative, community-based care. Find the purpose you've been looking for at CSG.

Community Services Group

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.

Equal Opportunity Employer

Community Services Group is proud to be an Equal Opportunity Employer and values a diverse, inclusive workforce.

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!