Customer Service Representative of BestResponse

BestSelf; Buffalo (NY); On-site; USD 20,457 - 29,136; Full time

Job summary

BestSelf Behavioral Health is seeking a Customer Service Representative for BestResponse programs in Buffalo, NY. The CSR handles front desk operations, patient check-ins, data entry, and insurance verification while delivering exceptional customer service.

Responsibilities include managing the waiting area, maintaining charts and EMR entries, and coordinating telehealth services. We offer a supportive team, competitive differentials, and a commitment to confidentiality and accuracy.

Qualifications

• Experience using basic office technology including Word, Excel, Outlook, Teams.
• Excellent communication and interpersonal skills.
• Ability to adapt and learn new programs.

Responsibilities

• Greet visitors and notify staff of arrivals.
• Manage waiting room and front office operations.
• Handle check-in, appointments scheduling and rescheduling.
• Input and update consumer charts and insurance information.
• Process payments and perform filing, copying and document creation.
• Answer and route incoming calls and manage mail and deliveries.
• Maintain confidentiality and HIPAA compliance.

Skills

Microsoft Office

Customer service

Empathy

Communication

Education

High School Diploma or equivalency

Job description

Customer Service Representative of BestResponse

FLSA Status: Non-Exempt

Pay rate: $18.00

Schedule: Full Time, Monday- Friday 12a-8a
Part Time, Friday, Saturday, and Sundays 4p-12a

SUMMARY OF DUTIES:

The Customer Service Representative (CSR) is responsible for the day to day operations of the front offices of various BestSelf Behavioral Health programs. The CSR is expected to perform the secretarial, clerical, data entry and processing duties of their respective program. The CSR is also expected to provide exceptional customer service and care for BestSelf Behavioral Health consumers.

We're proud to offer competitive differentials to reward your commitment and specialized skills:

• Crisis Differential - Earn up to $2,500 annually
• Shift Differential - Earn an additional $1.00/hour for shifts from 4PM-12AM and $1.50/hour for shifts from 12AM-8AM
• Language Differential - Bilingual? Let us know during the hiring process, you may be eligible to earn an extra $1.25/hour

POSITION RESPONSIBILITIES

• Greet all visitors that come to the office and notify appropriate staff of their arrival as applicable.
• Manage and maintain the waiting room area, including cleanliness and sanitation.
• Open and close the front office as needed.
• Manage the consumer arrival and departure process by check- in, schedule and reschedule appointments.
• Input and update consumer charts as needed or requested.
• Update insurance information by sending an email to Insurance Verification Team.
• Obtain paperwork for clients without insurance for sliding scale fee.
• Request and obtain payments for services.
• Performs filing, photocopying, general document creation, type letters, memos, and reports as needed.
• Meets agency Key Performance Indicators.
• Answer and route incoming phone calls.
• Receive and distribute interoffice mail, incoming faxes, postal mail, and deliveries.
• Monitor building cameras for unusual activity and report to supervisor as applicable.
• Monitors incoming faxes daily and forwards/scans appropriately.
• Completes registration and required paperwork for new consumers during same day access.
• Obtain Release of Information (ROIs) paperwork yearly and as needed for clients.
• Review and complete site specific reports on a regular scheduled basis.
• Schedule all telehealth services and send links requesting telehealth payments to clients
• Files and scans consumer documents into the EMR
• Completes daily scheduled audits (check in/no shows)
• Enter new clients & program participation into appropriate Electronic Medical Records Databases.
• Manages client transportation needs including Medicaid Answering Services (MAS) system as applicable.
• Prepare letters to request medical records and client authorizations and maintain a log of requests and record received per HIPAA compliance regulations.
• Sends Primary Care Physician (PCP) & other providers correspondence letters as well as outreach letters to current clients.
• Assigns, removes, and updates client encounters in EMR as needed.
• Maintains client confidentiality at all times following all agency and HIPPA policies.
• Completes all trainings required by the agency.
• Performs all other duties as assigned.

QUALIFICATIONS

• High School Diploma (or equivalency)
• At least 1 year of experience in a medical office or in customer service setting preferred.
• Must have experience using basic office technology including the full Microsoft Suite (Word, Excel, Outlook, Teams), copiers, faxes, scanners, phones.
• Ability to adapt and learn new programs.
• Ability to work flexible schedule, including evenings, weekends, and holidays.
• Must have ability to exercise empathy to be able to effectively and appropriately assist, either in person or by phone, all clients, especially individuals in crisis.
• Excellent communication skills and working relationships with all stakeholders in the agency.
• Experience with phone triaging skills, preferred.
• Ability to multi-task and be organized in a fast paced environment.
• Reliable transportation with ability to travel between sites as needed.
• Ability to maintain confidentially.
• Understanding of basic insurance terminology (copay, deductible, co-insurance, etc) preferred.
• Valid NYS Driver's License. (Float CSR only)
• Must have accredited NYS Defensive Driving course; or obtain within 15 days of hire and send certification of completion to Human Resources. (Float CSR only)
• Must maintain active NYS Defensive Driving course every 3 years and send a copy of the new certification of completion upon expiration. (Float CSR only)
• Must maintain valid vehicle inspection, registration, and insurance cards and send updated copies to Human Resources upon expiration. (Float CSR only)

Some things you can look forward to:

• Welcoming, team environment, that inspires you to thrive and be your BestSelf!
• Generous paid time off
• Various student loan forgiveness programs
• Multiple and diverse health insurance options
• Many other unique lifestyle & personal insurance options
• Defensive driving course reimbursement (if required for position)
• Career growth and advancement opportunities
• We look forward to telling you more!

Location