Customer Care Representative

Purpose

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.

Accountabilities

• Responsible to make reminder calls to clients for clinic appointments and accurately document activity in client chart.
• Responsible to answer incoming coming calls and route calls appropriately. Answers calls in 3 rings or less while maintaining an abandon call ratio under 3%.
• Efficiently receives guest and notifies appropriate staff of their arrival.
• Responsible for the review of client walk in sheets to ensure clients requesting crisis services are routed to appropriate provider and verifies insurance.
• Responsible to communicate wait times to walk in clients and/or provide options for scheduling.
• Responsible to collect copays and/or self-pay fees from clients as they check in.
• Responsible to 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.
• Communicates cancellations to staff and clients.
• Must be able to learn specific operation and scheduling requirements of multiple locations.
• Responsible to verify and update clients insurance on line or by phone on routine basis.
• May assist with the identification of hazards or safety issues in or around the building.
• Handles information as appropriate, maintaining confidentiality to Center standards.
• Processes and distributes incoming and outgoing mail in a timely manner.

Requirements

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 HIPPA standards.
• Ability to work independently or with others.
• Demonstrated accuracy with detailed work.