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About the Role

The Customer Experience Specialist (CES) is on the front lines of delivering an exceptional customer experience for those that we serve in partner organizations. This role is expected to provide an exceptional patient experience in every interaction, aligned with the organization's core values. May be assigned to train and supervise other staff at the discretion of the program director.

Responsibilities

Provide an excellent customer service experience to clients, agency staff, and community partners.
Use knowledge of BHSN’s services and problem-solving skills to help clients understand and access services more effectively.
Respond to calls and in-person requests in a courteous and professional manner.
Document all patient interactions in real-time.
Identify and empathetically address patient concerns and escalate appropriately.
Assist individuals in making appointments for various clinical services throughout the BHSN System.
Identify specific patient needs to determine appropriate appointment type, location and urgency.
Obtain necessary demographic and insurance information and enter data into the department computer system.
Verify insurance coverage and other related data with third party carriers for scheduled appointments/procedures.
Determine if patient requires language interpretation, wheelchair and/or transportation accommodations and facilitate scheduling of services.
Communicate clear instructions and education related to scheduled services utilizing appropriate guidelines.
Facilitate appointment requests received through our internal System’s.
Use procedures, policy manuals, knowledgebase and other reference materials to assist in answering various general inquiries and issues.
Triage specific and complex inquiries to the appropriate resource (management, clinical call center, billing call center, etc.).
Document customer inquiries, issues, transactions and other relevant information into the department computer system.
Identify unusual events or consistent problem areas and address with management.
Suggest methods to simplify, enhance or update procedures.
Perform other duties as assigned.

Requirements

High School Diploma / GED required
1 year of relevant experience (preferred)
Computer savvy
Able to work and multitask in a fast-paced environment
Excellent communication skills (verbal and written)

Skills

Problem-solving
Customer service
Listening
Computer proficiency
Multitasking
Verbal communication
Written communication

Location

Work Type

Full-time

Experience Level

1 year preferred

Education Level

High School Diploma / GED

Benefits

Generous time off (with no wait time for accruals)
Health, vision, and dental coverage (at a low-cost to you)
Retirement savings plans
Opportunities for advancement and growth within BHSN
Mentorship and training programs
Minimum 10 paid BHSN holidays off annually

About the Company

BHSN is one of the fastest-growing organizations providing whole-person care in the region.

Equal Opportunity

BHSN is an Equal Opportunity Employer, and supports Diversity, Equity, and Inclusion in its hiring and employment practices so that every team member can feel like they belong and be their authentic self to thrive in their personal and professional lives.
All applicants will receive consideration for employment without regard to age, race (including traits historically associated with race, including but not limited to, hair texture and protective hairstyles), creed, color, national origin, sexual orientation, military status, sex, disability, genetic predisposition or carrier status, marital status, arrest record or status as a victim of domestic violence, familial status, gender/gender expression, reproductive health decisions, citizenship or immigration status or any other factor prohibited by law.