Customer Experience Specialist

Behavioral Health Services North Inc•Morrisonville, NY

13d•$20 - $21

About The Position

The Customer Experience Specialist (CES) is on the front lines of delivering an exceptional customer experience to clients, agency staff, and community partners. The role provides information about BHSN services, helps people understand and access services, responds to calls and in-person requests, documents interactions, addresses patient concerns, and arranges appointments for clinical services. The specialist identifies patient needs, obtains demographic and insurance information, verifies coverage, coordinates interpretation and other accommodations, and communicates instructions for scheduled services. Complex inquiries are directed to appropriate resources. At the program director’s discretion, the specialist may be assigned to train and supervise other staff. The role is expected to provide an exceptional patient experience aligned with the organization’s core values. The schedule is listed as TBD, with an approximate schedule of Monday, Tuesday, Thursday, and Friday from 8:30 a.m. to 4:30 p.m., and Wednesday from 11:00 a.m. to 7:00 p.m.

Requirements

High school diploma or GED required.
Computer savvy.
Ability to work and multitask in a fast-paced environment.
Excellent verbal and written communication skills.

Nice To Haves

One year of relevant experience is preferred.

Responsibilities

Provide excellent customer service to clients, agency staff, and community partners.
Use knowledge of BHSN services and problem-solving skills to help clients understand and access services.
Respond courteously and professionally to calls and in-person requests.
Listen to patients, identify the core of their questions, and document interactions in real time.
Identify and empathetically address patient concerns and escalate them when necessary.
Assist individuals with appointments for clinical services throughout the BHSN System.
Identify patient needs to determine the appropriate appointment type, location, and urgency.
Obtain demographic and insurance information and enter it into the department computer system.
Verify insurance coverage and related information with third-party carriers for scheduled appointments and procedures.
Determine whether patients need language interpretation, wheelchair, or transportation accommodations and facilitate scheduling of services.
Communicate clear instructions and education about scheduled services using appropriate guidelines.
Facilitate appointment requests received through the internal system.
Use procedures, policy manuals, knowledgebase materials, and other references to answer general inquiries and issues.
Triage specific and complex inquiries to appropriate resources, such as management, clinical call center, or billing call center.
Document customer inquiries, issues, transactions, and other relevant information in the department computer system.
Identify unusual events or recurring problem areas, address them with management, and suggest ways to simplify, enhance, or update procedures.
Perform other duties as assigned.
At the program director’s discretion, train and supervise other staff as appropriate.