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About the Role

The Customer Experience Specialist is on the front lines of delivering an exceptional customer experience for those served by BHSN and its partners. This role is crucial for the organization's first encounter with those served, requiring a focus on providing an exceptional patient experience aligned with core values.

Responsibilities

Help patients understand and access services by answering calls effectively using training, problem-solving skills, and team support.
Document all patient interactions in real-time using active listening skills to quickly understand patient needs.
Obtain and enter demographic and insurance information into the department computer system.
Assist individuals in scheduling appointments for various clinical services within the BHSN System.
Communicate clear instructions and education related to scheduled services according to guidelines.
Identify and empathetically address patient concerns, escalating when necessary.
Facilitate appointment requests received through internal systems.
Triage specific and complex inquiries to the appropriate resource.
Document all services in accordance with Federal/State regulations and BHSN policies.
Support collaboration by sharing information and responding to requests from the rehabilitation team and other support providers.
Maintain client confidentiality and confidential health information.
Participate in scheduled meetings.
Assist with training new staff members.
Perform additional duties as assigned.

Requirements

High school diploma/GED
1+ years' experience preferred
General knowledge of Microsoft Office 365 and Teams
General knowledge of Excel
Exceptional oral and written communication skills
Valid NYS driver’s license and reliable transportation required for local and regional travel.

Skills

Computer software proficiency
EMR scheduling system knowledge
Active listening
Triaging
Problem-solving
Microsoft Office 365
Microsoft Teams
Microsoft Excel
Oral communication
Written communication

Location

Local
Regional

Work Type

Full-time

Experience Level

1+ years preferred

Education Level

High school diploma/GED

Benefits

Personalized health coverage
Paid time off
Holiday pay
Community discounts
Loan forgiveness

About the Company

BHSN is one of the fastest-growing organizations providing whole-person care in the region.
BHSN is a rapidly growing organization with endless opportunities for internal growth.
BHSN offers accessible leadership, coaching for growth, and ample training opportunities.

Equal Opportunity

BHSN is an Equal Opportunity Employer and champions Diversity, Equity, and Inclusion across all levels of the organization.
We are committed to ensuring every team member can be their authentic self and thrive both personally and professionally.
We consider all qualified applicants without regard to race (including traits historically associated with race such as hair texture and protective hairstyles), ethnicity, color, creed, national origin, gender identity or expression, sexual orientation, age, disability, marital or familial status, military or veteran status, genetic predisposition or carrier status, arrest or conviction record, domestic violence survivor status, reproductive health decisions, citizenship or immigration status, or any other factor protected by law.