Customer Experience Specialist

Behavioral Health Services North • Queensbury, NY

7d

About The Position

The Customer Experience Specialist is a front-line call center representative who helps patients access services and provides an exceptional patient experience aligned with the organization’s core values. The role requires using an EMR scheduling system and other computer software, active listening, triage, and problem-solving to respond to patient needs and support the organization’s first interaction with those it serves. The position also supports appointment scheduling, accurate documentation, confidentiality, and collaboration with clinical and support teams.

Requirements

• High school diploma or GED.
• General knowledge of Microsoft Office 365 and Teams.
• General knowledge of Excel.
• Exceptional oral and written communication skills.
• Valid New York State driver’s license and reliable transportation for local and regional travel.

Nice To Haves

• At least 1 year of experience is preferred.

Responsibilities

• Help patients understand and access services by answering calls using training, problem-solving skills, and team support.
• Listen to patient inquiries and document all call interactions in real time.
• Obtain demographic and insurance information and enter it into the department computer system.
• Assist individuals in making appointments for clinical services throughout the BHSN System.
• Communicate clear instructions and education about scheduled services using appropriate guidelines.
• Identify and empathetically address patient concerns, escalating them when necessary.
• Facilitate appointment requests received through internal systems.
• Triage specific and complex inquiries to appropriate resources, such as management, the clinical call center, or the billing call center.
• Document services in accordance with federal and state regulations and BHSN policies and procedures.
• Share information and respond to questions or requests from the rehabilitation team and other support providers.
• Maintain client confidentiality and confidential health information.
• Participate in scheduled meetings.
• Assist with training new staff members.
• Perform additional duties as assigned.

Benefits

• Personalized health coverage.
• Paid time off.
• Holiday pay.
• Community discounts.
• Loan forgiveness.
• Training opportunities and opportunities for growth within the organization.

What This Job Offers

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