Customer Care Associate | Altoona, PA

Purpose:
The Customer Care Associate is responsible for multiple duties that support the efficient operation of MYCS Behavioral Health Services. These duties are completed at various locations, and consist of moderately complex clerical work involving the skilled performance of administrative support, clerical/typing, tasks related to data entry, document processing, billing, insurance information verification, and public assistance including a full range of secretarial/reception services involving direct contact with service recipients at the front desk.

Responsibilities:

• Interviews and registers patients completing Determination of Liability form following Allegheny County guidelines, completing all updates as necessary. Completes new Determination of Liability on yearly basis as required by Allegheny County regulations.
• Maintains working knowledge of all required computer systems and department policies and procedures.
• Maintains and updates current information on physicians and staff’s schedules ensuring that patients are scheduled properly and appointments are confirmed.
• Assess individuals need/purpose in calling/walking into office; determine/differentiate if emergency/non-emergency situation and refer to appropriate staff member.
• Work Batch error handler reports weekly at minimum to ensure transaction completions.
• Provide full range of secretarial and receptionist support services. Follows all HIPPA guidelines with regards to confidentiality. Scan materials in client chart to assure current, accurate information is available; and monitor charts in coordination with the team supervisor, to assure that they are being maintained in accordance with policies and procedures.
• Schedule appointments, and complete all updates, in PsychConsult according to the templates/departmental scripts. Schedule, cancel and reschedule patients’ appointments. Relay messages to staff and providers. Contact patients to verify or cancel appointments as needed.
• Gathers information from and provides information to patients and their families. Enter patient information into the computer to initiate a medical record, verify client has MRN #, and to bill.
• Provide positive, cordial and appropriate front line interactions with all external (patients, family members, healthcare professionals, and vendors) and internal (staff members/service providers) customers.
• Provide excellent customer service in triaging phone calls, including those from voicemail and answering service, to ensure efficient response from the appropriate staff.
• Actively requests, collects and records patient payments on Share Point. Confirms/verifies insurance benefits with the appropriate carrier via online verification systems or telephone inquiries, including Psych Consult system, and enters appropriate insurance layers.
• Forward any authorization/insurance issues/concerns to the Department Supervisor and/or the appropriate billing department staff.