Customer Experience Specialist

Behavioral Health Services North, Inc.; Town of Queensbury (NY); On-site; USD 28,000 - 29,000; Full time

Job summary

Behavioral Health Services North, Inc. is seeking a Customer Experience Specialist to be on the front line delivering exceptional patient service. You will handle calls, help patients access services, and document interactions in our EMR scheduling system.

Role requires strong communication, problem-solving, and the ability to triage inquiries. Travel within the local region may be needed; opportunities for growth and comprehensive benefits are available.

Qualifications

• High school diploma or GED required.
• 1+ years' experience preferred.
• General knowledge of Microsoft Office 365 and Teams.
• General knowledge of Excel.
• Exceptional oral and written communication skills.
• Valid NYS driver’s license and reliable transportation for local travel.

Responsibilities

• Helps patients understand and access our services; respond to questions and document interactions.
• Keeps track of patient interactions; listen actively and document in real-time.
• Enter demographic and insurance information into the scheduling system.
• Assist individuals in making appointments for clinical services across the BHSN system.
• Provide clear instructions and education related to scheduled services.
• Identify and address patient concerns; escalate as needed.

Skills

Communication skills

Active listening

Problem-solving

Customer service

Education

High school diploma / GED

Tools

Microsoft Office 365

Microsoft Teams

Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Experience Specialist

2 days ago Requisition ID: 2318

Salary Range: $20.44 To $21.21 Hourly

A Spanish version of this position is available upon request

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!

Our Customer Experience Specialist role is on the front lines of delivering an exceptional customer experience for those that we serve in those organizations in which we partner. Expected to provide an exceptional patient experience in every counter, aligned with the organizations core values. As a call center representative front end staff member, you will need to possess skills in computer software to include EMR scheduling system, active listening and triaging, and problem-solving skills. This role plays a crucial part in our organization's first encounter with those that we serve.

• Helps patients understand and access our services better. Use the knowledge you gain from training, your problem-solving skills and support from your team answer patient calls effectively;
• Helps 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;
• Obtains necessary demographic and insurance information and enters data into department computer system;
• Assists individuals in making appointments for various clinical services throughout the BHSN System;
• Communicates clear instructions and education related to scheduled services utilizing appropriate guidelines;
• Ensures patients are equipped with the best advice. Identify and empathetically address patient concerns and, if necessary, escalate appropriately;
• Facilitates appointment requests received through our internal System’s;
• Triages specific and complex inquiries to appropriate resource (management, clinical call center, billing call center, etc.);
• Documents all services in accordance with Federal/State regulations and BHSN policies and procedures;
• Supports collaboration and teamwork by sharing information and responding to questions/requests from rehabilitation team and other support providers;
• Maintains client confidentiality and confidential health information;
• Participates in meetings as scheduled;
• Assists with training new staff members;
• Additional duties as assigned.

Skills & Qualifications:

• High school diploma/GED
• 1+ years' experience preferred
• General knowledge of Microsoft Office 365 and Teams
• General knowledge of Excel
• Exceptional oral and written communication skills
• Valid NYS driver’s license and reliable transportation required for local and regional travel.

What’s in it for you?

• Generous benefits, including personalized health coverage, paid time off, and holiday pay
• Working within our community, making a real impact, working alongside passionate colleagues
• Accessible leadership team, coaching for your growth, and ample training opportunities
• As a rapidly growing organization, there are endless opportunities to grow within the organization
• Community discounts, loan forgiveness & more

BHSN is an Equal Opportunity Employer and champions Diversity, Equity, and Inclusion across all levels of the organization. We are committed to ensuring every team member can be their authentic self and thrive both personally and professionally. We consider all qualified applicants without regard to race (including traits historically associated with race such as hair texture and protective hairstyles), ethnicity, color, creed, national origin, gender identity or expression, sexual orientation, age, disability, marital or familial status, military or veteran status, genetic predisposition or carrier status, arrest or conviction record, domestic violence survivor status, reproductive health decisions, citizenship or immigration status, or any other factor protected by law.