Customer Service

Description

JOB SUMMARY

Customer Service Representative ensures program quality and compliance. CSR will focus on greeting patients, answering phone calls, scheduling appointments, managing patient records, verifying insurance information, checking patients in and out, collecting co-pays, and maintaining the cleanliness and organization of the reception area.

ESSENTIAL JOB FUNCTIONS : List all essential job duties. (To perform this job successfully, an individual must be able to perform each essential duty listed satisfactorily with or without a reasonable accommodation. Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential duties unless this causes undue hardship to the agency.)

Answers and appropriately screens and routes telephone calls.

Greets clients and informs clinician of client’s arrival.

Manage and process incoming client referrals for integrated division (CCBHC, HPC, CFTSS, HRC / SUD).

Verify insurance information and assist with prior authorizations.

Collects client copays and distributes Metro Cards if applicable.

Confirms / schedule client appointments for CCBHC, HPC, CFTSS, HRC / SUD

Schedules client’s next psychiatric / therapy appointment as per request.

Assist clinicians with client documentation collection and uploads.

Maintain chart room

Files, types, fax, and copies all necessary material for clinicians.

Provides documents to requested parties.

Verifies clinician’s daily billing encounter forms with schedule.

Participate in team-based Clinic meetings

Keep track of no shows and reach out to clients.

Keep track of billable encounters.

Escort clients to telehealth offices in the Hub and ensure they connect with Providers.

Enters clinician’s weekly schedule into the computer and on daily calendar.

Completes work within authorized time to assure compliance with clinic standards.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

Committed to equity, diversity, inclusion and belonging, and active promotion of the ICL values and goals.

Demonstrates knowledge of, and supports, clinic mission, vision, and value statements, standards, and the code of ethical behavior.

Ability to work under stress.

Ability to think clearly with interruptions.

Ability to meet deadlines.

Ability to process verbal information and input this information into computer system.

Ability to prioritize, think logically, and follow procedures and complex instructions.

Ability to master basic math skills

Ability to effectively communicate and interact with clients; staff; colleagues; public; and other agencies and their staff.

QUALIFICATIONS AND EXPERIENCE

Education : Successful completion of high school. Training and Experience : Must be able to type 35 wpm and operate a personal computer. Job Knowledge : Must have knowledge of Medicaid, Medicare, and third-party requirements. Superior written and verbal communication skills are a must.

Spanish Bilingual preferred.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https : / / www.eeoc.gov / poster) notice from the Department of Labor.