Customer Care Representative

Wyandot-Behavioral-Health-Network; Kansas City (KS); On-site; USD 32,000 - 42,000; Full time

Job summary

Wyandot BHN is seeking a dedicated Customer Care Representative to ensure an exceptional experience for our guests. The role includes answering phones, scheduling appointments, greeting visitors, and processing mail.

Duties also include reminder calls, routing incoming calls, collecting copays, maintaining client charts and insurance data, and communicating wait times. Bi-lingual preferred; strong Office skills and HIPAA confidentiality are required.

Qualifications

• Bi-Lingual preferred.
• Intermediate knowledge of Microsoft Office products.
• Must have transportation, valid driver’s license and clean driving record to meet the needs of the organization.
• Communicate in a direct and appropriate manner to staff, consumers and other service providers.
• Ability to handle information in a confidential and consistent manner according to HIPAA standards.
• Ability to work independently or with others.
• Demonstrated accuracy with detailed work.

Responsibilities

• Make reminder calls to clients for clinic appointments and document activity in client charts.
• Answer incoming calls and route them appropriately; answer in 3 rings or less with abandon rate under 3%.
• Greet guests and notify appropriate staff of arrival.
• Review client walk-in sheets to route crisis services and verify insurance.
• Communicate wait times to walk-in clients and offer scheduling options.
• Collect copays and self-pay fees at check-in.
• Maintain insurance and contact information; update client chart and scan insurance cards.
• Communicate cancellations to staff and clients.
• Learn operation and scheduling requirements of multiple locations.
• Verify and update client insurance online or by phone as needed.
• Identify hazards or safety issues around the building when needed.
• Handle information confidentially per center standards.
• Process and distribute incoming and outgoing mail.

Skills

Bilingual preferred

Attention to detail

Communication skills

Independent work

HIPAA confidentiality

Tools

Microsoft Office

Job description

Purpose:

Wyandot BHN is seeking a dedicated Customer Care Representative to ensure an exceptional experience to our guests. The position supports the organization by answering phones, scheduling appointments, greeting visitors, and processing mail.

Accountabilities:

• Responsible to make reminder calls to clients for clinic appointments and accurately document activity in client chart.
• Responsible to answer incoming coming calls and route calls appropriately. Answers calls in 3 rings or less while maintaining an abandon call ratio under 3%.
• Efficiently receives guest and notifies appropriate staff of their arrival.
• Responsible for the review of client walk in sheets to ensure clients requesting crisis services are routed to appropriate provider and verifies insurance.
• Responsible to communicate wait times to walk-in clients and/or provide options for scheduling.
• Responsible to collect copays and/or self-pay fees from clients as they check in.
• Responsible to collect and maintain accurate insurance and contact information. Make necessary updates to the client chart and send insurance cards to med records for scanning to the chart.
• Communicates cancellations to staff and clients.
• Must be able to learn specific operation and scheduling requirements of multiple locations.
• Responsible to verify and update clients insurance on line or by phone on routine basis.
• May assist with the identification of hazards or safety issues in or around the building.
• Handles information as appropriate, maintaining confidentiality to Center standards.
• Processes and distributes incoming and outgoing mail in a timely manner.

Requirements

Qualifications:

• Bi-Lingual preferred.
• Intermediate knowledge of Microsoft Office products.
• Must have transportation, valid driver’s license and clean driving record in order to meet the needs of the organization.
• Communicate in a direct and appropriate manner to staff, consumers and other service providers.
• Ability to handle information in a confidential and consistent manner according to HIPPA standards.
• Ability to work independently or with others.
• Demonstrated accuracy with detailed work.