Customer Care Associate - Family Medicine - Biltmore Campus (Asheville)

Mountain Area Health Education Center - MAHEC • Asheville, NC

1d • Onsite

About The Position

The Customer Care Associate serves patients by assisting with check-in, check-out, appointment scheduling, and related front-office tasks while providing an excellent patient experience. The role includes patient registration and insurance updates, payment collection, preparation of paperwork, responding to walk-in needs, monitoring the waiting room, and coordinating follow-up and interpreting services. The associate also supports phone and electronic health record inbox workflows, document handling, appointment reconciliation, and coverage across front-desk and scheduling areas or satellite locations as assigned.

The position contributes to staff orientation, process improvement, organizational initiatives, and outreach activities such as community events and seasonal clinics. Success requires effective communication, sound decision-making, healthcare knowledge, interpersonal skills, adherence to organizational values, and problem-solving ability.

This is a full-time, on-site position with regular attendance at the Biltmore Campus in Asheville. Typical hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., or adjusted to meet client or divisional needs. Weekend, holiday, or evening coverage is occasionally required, and hours may need to be flexible for special assignments or evening activities. Compensation is $20.63 per hour, plus the MAHEC Total Rewards Package. MAHEC is a qualifying employer for the Public Service Loan Forgiveness Program, subject to federal eligibility requirements. Employees must receive the flu vaccine or have an approved exemption.

Requirements

• High school diploma or equivalent, two years of relevant experience, or a comparable combination of education and experience.
• Advanced computer skills related to medical office software programs.
• Experience with electronic health records.
• Knowledge of medical office functions, including business office workflows.
• Ability to communicate effectively and respectfully with colleagues, patients, and patients' family members.
• Ability to make appropriate decisions, resolve conflicts, think critically, and prioritize work.
• Ability to maintain relevant healthcare knowledge and complete applicable licensure and annual training requirements.
• Professional, empathetic interpersonal skills, including effective listening, dependability, and patience.
• Ability to adhere to organizational principles, including integrity, accountability, respect for other cultures, equitable practices, and adaptability.
• Ability to work autonomously and think logically to solve problems.

Nice To Haves

• Ability to speak Spanish.
• Previous experience in a medical office or clinical environment.

Responsibilities

• Check in patients in person or by phone.
• Update patient demographic and insurance information and verify insurance as needed.
• Collect payments and reconcile cash drawers as assigned.
• Refer patients to financial advocates as needed.
• Prepare and provide appropriate patient paperwork.
• Respond to walk-in patient needs and monitor the waiting room for delays.
• Check out patients and schedule appointments.
• Provide patients with a clinical summary following visits.
• Coordinate interpreting services for patients.
• Reconcile appointments.
• Answer phones, check voicemails, and monitor phone volume.
• Collect and distribute mail.
• Scan and fax documents.
• Monitor the appropriate electronic health record inbox and provide follow-up.
• Participate in orientation of new staff.
• Float between front-desk and scheduling areas as needed.
• Provide satellite coverage as assigned.
• Participate in process improvement for new and existing workflows.
• Actively support divisional and organizational initiatives.
• Participate in outreach initiatives, community events, and seasonal clinics.

Benefits

• MAHEC Total Rewards Package.
• Potential eligibility for Public Service Loan Forgiveness after 10 years of qualifying payments while working full-time at MAHEC, subject to federal requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED