Client Experience Ambassador II

Community Services Group - CSG; Lancaster (Lancaster County); On-site; USD 37,000 - 46,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Paid Time Off

Extensive Paid Training

Career Development

Flexible Pay Options (myFlexPay)

Family Medical and Parental Leave

Flexible Spending Accounts

401K with match

Employee Assistance Program

Life Insurance

Wellness Opportunities

Tuition Assistance

Mentor/Mentee Opportunities

Job summary

Community Services Group in Lancaster, PA, is seeking a Client Experience Ambassador 2 to proactively support clients, partners, and staff, ensuring a smooth and satisfactory experience. Based at the Lancaster Mental Health Outpatient office, this full-time role covers engaging with consumers and coordinating services.

The position emphasizes problem-solving, confidentiality, and teamwork in a fast-paced environment with opportunities for training and growth.

Qualifications

• Provide exceptional customer service to clients and internal teams.
• Maintain confidentiality of personal and financial information.
• Manage referrals and EHR entry, from initial contact to service delivery.
• Coordinate schedules and anticipate client needs to prevent service gaps.

Responsibilities

• Promote excellence by providing extraordinary customer service.
• 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.

Skills

Customer service

Confidentiality

Multitasking

Flexible hours

Travel readiness

Education

Bachelor's Degree or equivalent

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 7:0 AM to 7:0 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

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
• Any equivalent combination of education and exp rience.

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.

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.