Client Experience Ambassador 2

About the role

The Client Experience (CX) Ambassador 2 is a primary CSG operations team member who proactively and innovatively anticipates and addresses the needs of clients, external customers, and internal program partners to ensure a successful and satisfactory experience. The role supports customers, clients, ambassadors, employees, or anyone they might encounter while working, problem‑solving and journeying with the customer. The CX Ambassador 2 works in small interdisciplinary, collaborative teams that have a bias for action and are nimble, flexible, and adaptable. Diversity in thinking, actions, and ideas is welcomed and valued. The position reports directly to the Director of Client Experience or designee and 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 no disruption of service and no claim denials for unauthorized services.
• Proactively prepare for upcoming client appointments and services to ensure an excellent client experience on the day of service.
• Collaborate and communicate with internal programs to ensure a cohesive and consistent experience for clients.
• Identify and solve claim payment issues by collaborating with clients, payers, and program partners.
• Adjust schedules to provide coverage for duties required to support programs.
• Exhibit good judgment and proactively anticipate obstacles or potential issues, addressing them before they become problems.
• Provide support to individuals that is interactive rather than merely transactional.
• Maintain a primary focus on completing tasks correctly up front to avoid time spent correcting issues later.
• Complete meaningful work with a bias for action within a nimble, flexible, and adaptable team.
• Utilize the Electronic Health Record, ensuring it is accurate, up‑to‑date, easily understood, and fully leveraged for clinical, fiscal, and administrative functions.
• Deliver high client satisfaction and high employee engagement, increase attendance rates, operate in a timely and cost‑effective manner, reduce licensing citations, and increase payments while reducing re‑billings.

Qualifications

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

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.

Pay

Starting wage: $18.00 per hour, may be 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.