Customer Experience Specialist

Behavioral Health Services North Inc•Town of Queensbury, NY

14d•$20 - $21

About The Position

BHSN is seeking a Customer Experience Specialist to provide an exceptional patient experience as a front-line call center representative. This role is often the organization’s first point of contact with patients and partner organizations. The specialist uses an electronic medical record (EMR) scheduling system, active listening, triage, and problem-solving skills to help patients access services, schedule appointments, understand instructions, and address concerns. The position also involves accurate, timely documentation, protecting confidential health information, collaborating with clinical and support teams, participating in meetings, and assisting with training new staff.

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 one year of experience is preferred.

Responsibilities

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