Customer Care Representative

About the role

Wyandot BHN is seeking a dedicated Customer Care Representative to ensure an exceptional experience to our guests. The position supports the organization by answering phones, scheduling appointments, greeting visitors, and processing mail.

Responsibilities

• Make reminder calls to clients for clinic appointments and accurately document activity in client chart.
• Answer incoming calls and route calls appropriately, answering calls in 3 rings or less while maintaining an abandon call ratio under 3%.
• Efficiently receive guests and notify appropriate staff of their arrival.
• Review client walk-in sheets to ensure clients requesting crisis services are routed to the appropriate provider and verify insurance.
• Communicate wait times to walk-in clients and/or provide options for scheduling.
• Collect copays and/or self-pay fees from clients as they check in.
• Collect and maintain accurate insurance and contact information, make necessary updates to the client chart, and send insurance cards to med records for scanning to the chart.
• Communicate cancellations to staff and clients.
• Learn specific operation and scheduling requirements of multiple locations.
• Verify and update client insurance online or by phone on a routine basis.
• May assist with the identification of hazards or safety issues in or around the building.
• Handle information as appropriate, maintaining confidentiality to Center standards.
• Process and distribute incoming and outgoing mail in a timely manner.

Qualifications

• Bi-Lingual preferred.
• Intermediate knowledge of Microsoft Office products.
• Must have transportation, valid driver's license, and clean driving record in order to meet the needs of the organization.
• Communicate in a direct and appropriate manner to staff, consumers, and other service providers.
• Ability to handle information in a confidential and consistent manner according to HIPAA standards.
• Ability to work independently or with others.
• Demonstrated accuracy with detailed work.