Customer Care Associate - Psychiatry & Behavioral Health

Mahec • Asheville, NC

13d • Onsite

About The Position

The Customer Care Associate supports patients in Psychiatry & Behavioral Health by handling check-in, check-out, appointment scheduling, and related front-desk and administrative work while providing an excellent patient experience. The position works on-site, typically during Monday–Friday business hours, and may require flexible hours or occasional evening, weekend, or holiday coverage to meet client, divisional, or team needs. Regular on-site attendance is essential. The role is full-time, 40 hours per workweek.

The position requires a high school diploma or equivalent and two years of relevant experience, or a comparable combination of education and experience. Previous medical office or clinical-environment experience is preferred. Advanced computer skills related to medical office software and experience with electronic health records are specified; Spanish-speaking ability is strongly preferred.

All MAHEC employees and learners must receive the flu vaccine or have an approved exemption. MAHEC does not provide employment-based U.S. visa sponsorship. New employees must provide valid original I-9 documents on their first day. MAHEC is an equal opportunity employer.

Requirements

• High school diploma or equivalent, plus 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.
• Decision-making, conflict-resolution, critical-thinking, prioritization, and problem-solving skills.
• Ability to work autonomously and respond appropriately to complex situations.
• Ability to demonstrate professionalism, empathy, dependability, and respect.
• Ability to maintain applicable licensure and complete yearly and organizational training requirements.
• Regular attendance on-site is essential.
• Must be able to provide valid original I-9 documents on the first day of work.
• Must receive the flu vaccine or have an approved exemption.

Nice To Haves

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

Responsibilities

• Check in patients by phone or in person.
• 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 and provide satellite coverage as assigned.
• Participate in process improvement for new and existing workflows.
• Support divisional and organizational initiatives.
• Participate in outreach initiatives, community events, and seasonal clinics.
• Communicate respectfully and effectively with colleagues, patients, and patients’ family members.
• Make appropriate decisions, resolve conflicts, think critically, and prioritize work to ensure timely completion of important tasks.
• Maintain relevant healthcare knowledge, licensure, and annual training requirements, and apply that knowledge as appropriate.
• Demonstrate professionalism, empathy, effective listening, responsibility, dependability, and patience.
• Adhere to MAHEC’s organizational principles, including integrity, accountability, respect for other cultures, equitable practices, adaptability, and personal ownership.
• Analyze and solve problems autonomously and contribute ideas for continuous improvement.

Benefits

• MAHEC Total Rewards package, described as pay plus 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