Client Experience Ambassador 2

It's fun to work in a company where people truly believe in what they're doing! We're committed to bringing passion and customer focus to the business.

About the role

The Client Experience (CX) Ambassador 2 is a primary CSG operations team member that proactively and innovatively anticipates and addresses the needs of our clients, external customers, and internal program partners ensuring a successful and satisfactory experience. The CX Ambassador 2 supports customers, clients, ambassadors, employees, or anyone they come in contact with while working, problem-solving and journeying with the customer to assist them with their needs.

The CX Ambassador 2 works in small interdisciplinary and collaborative teams that have a bias for action, and are nimble, flexible, and adaptable. This position welcomes and values diversity in thinking, actions, and ideas, and reports directly to the Director of Client Experience or designee. This position is based out of CSG's Lancaster Mental Health Outpatient office.

Responsibilities

• Promote excellence by providing extraordinary customer service to both internal and external customers.
• Protect clients' rights by maintaining confidentiality of personal and financial information.
• Complete new referrals into services including entry into the Electronic Health Record and completion of initial paperwork.
• Manage client day of service administrative experience from the initial contact through service delivery to completion of services.
• Manage client authorizations to ensure clients experience no disruption of service and no claim denials for unauthorized services.
• Proactively prepare for upcoming client appointments and services to ensure excellent client experience on the day of service.
• Collaborate and communicate with internal programs to ensure a cohesive and consistent experience for clients.
• Accomplish work in small interdisciplinary and collaborative teams that value diversity in thinking, actions, and ideas.
• Identify and solve claim payment issues by collaborating and communicating with clients, payers, and program partners to achieve excellent client experiences.
• Adjust schedules to provide coverage for duties required to support programs.
• Exhibit good judgment and proactively anticipate obstacles or potential issues and address them prior to becoming problems.
• Provide support to individuals that is interactive and not simply transactional.
• Keep primary focus on getting tasks done correctly on the front end to ensure time is not spent correcting issues.
• Complete meaningful work with a bias for action, within a nimble, flexible, and adaptable team.
• Utilize the Electronic Health Record and ensure that it is accurate, up to date, easily understood, and fully utilized by everyone for all clinical, fiscal, and administrative functions and information for individuals in service.

Accountability

• Deliver high client satisfaction and high employee engagement.
• Increase client and employee attendance rate.
• Do things in the most timely and least costly way while not sacrificing high client and employee satisfaction.
• Reduce licensing citations for missing information or documentation.
• Increase payments and reduce re-billings.

Requirements

This position requires one of the following combinations of education and experience:

• Bachelor's Degree; OR
• 4 years of experience in a hospital or healthcare office environment; OR
• Any equivalent combination of education and experience.

Additional requirements include:

• Able to multitask and manage multiple duties throughout the day.
• Able to work flexible hours as needed.
• Able to travel to trainings/meetings upon request, which may include occasional overnight stays.

Pay

Starting wage: $18.00/hour, negotiable based on relevant experience.

Schedule

Full-Time (40 hours per week). Office hours are Monday to Friday from 7:00 AM to 7:00 PM. Specific schedules will be discussed during interviews.

Benefits

• Medical, Dental, Prescription, & Vision Insurance available for employees, spouses, domestic partners, & dependents who qualify.
• Generous Paid Time Off & Other Paid Leave.
• Extensive Paid Training.
• Career Development Opportunities.
• Flexible Pay Options through myFlexPay.
• Family Medical and Parental Leave.
• Flexible spending accounts for medical & dependent care.
• Traditional or Roth 401K Plans with up to 4% employer match.
• Employee Assistance Program (EAP).
• Life Insurance.
• Wellness Opportunities.
• Tuition Assistance.
• Mentor/Mentee Opportunities.

Health Insurance & Benefits availability will vary.