Customer Engagement Specialist

Current Career•Prescott, AZ

2d•Hybrid

About The Position

A Customer Engagement Specialist must have the ability to handle stressful situations and encounters, be empathetic, provide exceptional customer service, and have the ability to work in either a team environment or independently. Must be able to collect necessary information, including personal, physician and insurance information. This is the first person clients interact with, both in person and on the phone. Schedules visits and directs client's inquiries and concerns to the appropriate people. Partners with the clinical staff to provide seamless patient care and satisfaction.

Requirements

21 years of age or older; or minimum 18 years old and licensed or certified under A.R.S. Title 32 and providing services within the personnel member’s scope of practice; or minimum 18 years old for select administrative positions
Must be able to provide or obtain an AZDPS Level One Fingerprint Clearance Card
Must possess/maintain a valid driver's license, current automobile insurance and a driving record that meets the guidelines and requirements of the organization
Minimum of a High School Diploma or GED required
1 year of experience in Customer service related field
Must maintain an excellent attendance record

Nice To Haves

1-2 years of experience in a medical or behavioral health background preferred
Bilingual (English/Spanish) preferred
Positive attitude and team-player mentality
A firm, confident responsiveness that maintains the organization's integrity
The ability to handle sensitive situations and stress effectively, not taking matters personally, and projecting a professional attitude
Exceptional customer service skills and ability to work independently
Must possess excellent verbal and written communications skills
Ability to multi-task and work in a team environment
Must be detail-oriented and set high standards for accuracy.
Strong interpersonal, organizational, analytical, decision-making, and problem-solving skills required
Must be computer literate with knowledge of Outlook and Microsoft Office software (i.e. Word, Excel) and the ability to learn other programs

Responsibilities

Greeting clients and visitors by providing exceptional customer service
Checks clients in/out; Facilitates client flow by notifying the provider/outpatient nursing/any other clinical staff of client's arrival, being aware of delays, and communicating with clients and clinical staff
Optimizes clients’ satisfaction, upon scheduling appointments in person or by telephone
Maintains provider/outpatient nursing/ any other clinical staff daily schedules; including confirmation calls prior to appointment
Maintains client accounts by obtaining signatures to ensure all forms are up to date, updating general demographics and scanning documents needed in clients charts
Collecting copayments, and past due balances
Protects clients’ confidentiality, making sure protected health information is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended
Answer the phone while maintaining a polite, consistent phone manner using proper telephone etiquette
Prior to intake or admit to inpatient units, verify client eligibility/enrollment such as AHCCCS, other agency and any third-party liability insurance
Be able to assist client with applying for AHCCCS
Perform general duties like sort and distribute incoming mail, keep the premises clean and organized
Work daily reports in a timely manner double checking for accuracy while keeping on tasks with time management
Capability to respond in a quick and effective manner in case of an emergency or crisis situation