Customer Care Representative

Wyandot Behavioral Health Network•Kansas City, KS

12d

About The Position

Purpose: Wyandot BHN is seeking a dedicated Customer Care Representative to ensure an exceptional experience to our guests. The position supports the organization by answering phones, scheduling appointments, greeting visitors, and processing mail. Accountabilities: Responsible to make reminder calls to clients for clinic appointments and accurately document activity in client chart. Responsible to answer incoming coming calls and route calls appropriately. Answers calls in 3 rings or less while maintaining an abandon call ratio under 3%. Efficiently receives guest and notifies appropriate staff of their arrival. Responsible for the review of client walk in sheets to ensure clients requesting crisis services are routed to appropriate provider and verifies insurance. Responsible to communicate wait times to walk in clients and/or provide options for scheduling. Responsible to collect copays and/or self-pay fees from clients as they check in. Responsible to collect and maintain accurate insurance and contact information. Make necessary updates to the client chart and send insurance cards to med records for scanning to the chart. Communicates cancellations to staff and clients. Must be able to learn specific operation and scheduling requirements of multiple locations. Responsible to verify and update clients insurance on line or by phone on routine basis. May assist with the identification of hazards or safety issues in or around the building. Handles information as appropriate, maintaining confidentiality to Center standards. Processes and distributes incoming and outgoing mail in a timely manner.

Requirements

Bi-Lingual preferred.
Intermediate knowledge of Microsoft Office products.
Must have transportation, valid driver’s license and clean driving record in order to meet the needs of the organization.
Communicate in a direct and appropriate manner to staff, consumers and other service providers.
Ability to handle information in a confidential and consistent manner according to HIPPA standards.
Ability to work independently or with others.
Demonstrated accuracy with detailed work.

Nice To Haves

Bi-Lingual preferred.

Responsibilities

Make reminder calls to clients for clinic appointments and accurately document activity in client chart.
Answer incoming coming calls and route calls appropriately.
Efficiently receive guest and notify appropriate staff of their arrival.
Review client walk in sheets to ensure clients requesting crisis services are routed to appropriate provider and verifies insurance.
Communicate wait times to walk in clients and/or provide options for scheduling.
Collect copays and/or self-pay fees from clients as they check in.
Collect and maintain accurate insurance and contact information.
Communicate cancellations to staff and clients.
Verify and update clients insurance on line or by phone on routine basis.
Assist with the identification of hazards or safety issues in or around the building.
Handle information as appropriate, maintaining confidentiality to Center standards.
Process and distribute incoming and outgoing mail in a timely manner.