Customer Support Associate II

Associate supports the provision of direct services by providing daily services as needed. This is accomplished by providing daily coverage for the DUI and Medical phone lines. Also can be asked to help with coverage at any Front office, Admission, Phone and Medical Records location in order to serve our clients timely and properly. The Consumer Success Liaison II will be cross trained to schedule appointments, agency admissions, answering calls, scanning consumer health information (medical records). All Consumer Success Liaison II will be trained to provide assistance with urine drug screens (UDS), pregnancy testing, blood pressure monitoring, and temperature checks. Incumbent must be able to implement process changes in a variable and complex behavioral health environment while providing excellent customer services to our clients.

Answers phones and picks up voice mail quickly.

• Submits tasks to the correct program / staff.
• Greets clients courteously when they arrive and appropriately verifies name, address and payers information at check in.
• Employee will ensure the clients are in compliance for their appointments either prior to being scheduled or prior to receiving services.
• Notifies appropriate personnel, including clinician, upon a visitor or client’s arrival.
• Operates normal office equipment such as computers, fax machines and copies as needed.
• Scan documents to computer system.
• Monitor / review’s the need for Doctor Orders for service and incident 2 billing.
• Maintains client financial information. This is to include the CRU, VACT, ACT and NB.
• Monitor and maintains staff listing in locations for scheduling purpose.
• Makes reminder calls for next day services for each Out Patient location.
• Assists with special projects including mass mailings.
• Greets the public coming in the building and assists them with their needs by directing them or securing appropriate personnel to assist them or by notifying appropriate personnel, including clinician, upon a visitor or client’s arrival.
• Employees are always expected to present and project a professional, businesslike image to customers, co-workers, and the public.
• Follows Valley’s policies and procedures in dealing with clients.
• Coordinates activities with other staff to ensure a smooth operation.
• Processing Releases of Information and records IOR in computer system.
• Helps to assure that the safety, health and well being of clients are always maintained in the lobby area.
• Monitors, maintains, and uses appropriately, all equipment and supplies.
• Supports and helps in the training of new employees.
• Cross-trains to perform all CSA duties.
• Attends in-service trainings and mandated meetings as assigned.
• Runs Medicaid reports to check client eligibility daily. Also, mid-month and month end. Updates in computer client financial eligibility and notifies staff if of any new information.
• Run’s Medicaid / Insurance pre-checks for CRU, ACT and NB programs before start of new month. Updates computer and notifies staff of any new information.
• Collects payment for service at time of service.
• Able to cover other locations when needed.
• OTHER DUTIES AS ASSIGNED.

MINIMUM QUALIFICATIONS:

• Ability to perform Essential Duties as outlined below.
• High School Diploma or Equivalent.
• Working knowledge of computer applications including Microsoft Outlook and Word.
• General typing experience.
• Ability to comply with Client’s Rights.
• Basic numeral/alphabetical filing.
• Ability to communicate effectively both verbally and in writing with clients and individuals at all levels within the organization
• Good organizational skills.
• Ability to work with limited direct supervision.
• Ability to comply with Valley’s and Division departmental safety procedures.
• Ability to read, speak and write the English language.

PREFERRED QUALIFICATIONS:

• Previous phone operator experience
• Previous reception or scheduling experience.
• Previous experience with all Microsoft products.
• Previous experience working in a healthcare office.
• Previous experience with health care procedures