Customer Care Associate - OB/GYN - Biltmore Campus

Mahec • Asheville, NC

3d • Onsite

About The Position

The Customer Care Associate serves patients by assisting with check-in and check-out, appointment scheduling, and other front-office services while providing an excellent patient experience. The role supports daily medical-office operations, including patient communication, records and paperwork, payments, phone coverage, and electronic health record follow-up. The associate may float between front-desk and scheduling areas and provide satellite coverage as assigned, while contributing to workflow improvement and organizational initiatives.

This is an on-site role with regular attendance required. Typical hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., or adjusted to meet client or divisional needs, for 40 hours per workweek. Weekend, holiday, or evening coverage is occasional, and work hours may need to be flexible for special assignments or evening activities requested by the team leader.

Requirements

• High school diploma or equivalent, two years of relevant experience, or comparable combined education and/or experience.
• Advanced computer skills related to medical office software programs.
• Knowledge of medical office functions, including business-office workflows.
• Ability to communicate clearly 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 knowledge and complete applicable yearly training requirements.
• Professionalism, empathy, effective listening, responsibility, dependability, and patience.
• Ability to work autonomously to analyze and resolve problems and contribute to continuous improvement.
• Regular on-site attendance is an essential function of the position.
• Ability to work flexible hours for special assignments or evening activities as requested by the team leader.
• Must receive the flu vaccine or have an approved exemption.
• Must provide valid, original I-9 documents on the first day of work.

Nice To Haves

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

Responsibilities

• Check patients in by phone or in person.
• Update patients’ 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 patients out and schedule appointments.
• Provide patients with a clinical summary following their visit.
• 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 embrace and support divisional and organizational initiatives.
• Participate in outreach initiatives, community events, and seasonal clinics.

Benefits

• MAHEC Total Rewards Package, including pay and benefits.
• Potential eligibility for Public Service Loan Forgiveness for employees who meet federal requirements and make qualifying payments while working full-time at MAHEC.

What This Job Offers

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