Customer Care Associate

JOB SUMMARY

The Customer Care Associate will serve patients by assisting with check-in and check-out responsibilities and appointment scheduling while providing an excellent patient experience.

SPECIFIC RESPONSIBILITIES

• Check-in patients via phone or live
• Update patientsdemographic and insurance information
• Verify insurance as needed
• Collect payments and reconcile cash drawers as assigned
• Refer patients to financial advocates as needed
• Prepare and provideappropriate patientpaperwork
• Respond to walk-in patient needs
• Monitor waiting room for delays
• Check-out patients
• Schedule appointments
• Provide patients with clinical summary following visit
• Coordinate interpreting services for patients
• Reconcile appointments
• Answer phones,checksvoicemails, monitors phone volume
• Collects and distributes mail
• Scan and fax documents
• Monitorsappropriate electronichealth record inbox and provides follow-up
• Participatesin orientation ofnew staff
• Float in between front desk and scheduling areas as needed
• Provide satellite coverage as assigned
• Participate in process improvement of new and existing workflows
• Actively embraces and supports divisional and organizational initiatives
• Participate in outreach initiatives, community events, and seasonal clinics

This role description is a general description of the essential job functions.It is not intended to describe all the duties theCustomer Care Associatemay perform.

KEY COMPETENCIES

• Communication Skills

Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriatelyenumerateinformation in a manner easily understood by all parties. We dothistofoster a culture of understanding between all parties, especially in complex anddifficult situations, toultimately providethe best care possibletoour patients and their families.

• Decision Making

Ability to make the mostappropriate decisionin a givensituation and thentakingthe next steps to ensureappropriateandtimelycompletion. This requires conflict resolution skills, critical thinking skills, confidencein your ability to make the right decision in most situations. This also includesabilityto prioritize your workday appropriately to ensure the most important tasks are completed on time.

• HealthCare Knowledge

Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate.This also includes keeping up with your licensure and yearly training requirements within yourareaexpertisealong with MAHEC’sorganizational training. Finally, the ability to apply the depth of knowledgemaintainedand gained through this process in real life scenarios asappropriate.

• Interpersonal Skills

Showing the ability to meetdifficult situationswith grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even whenitsmost difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.

• Organizational Values

Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures andequitablepractices,abilityto manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to dothebest for each other and gives personal ownership towards the goal of helping people in their time of need.

• Problem Solving

Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come toan appropriate resolutionfor a given issue. This helps to drive continuous improvement by thinkingthroughwhere we can improve in a novel way. Measures success by understanding where we are currently and where we want to go and then applying thonenew ideasto affect positive change.

SPECIFIED SKILLS

COMPUTER

• Advanced computer skills as related to working with medical office software program(s)
• Experience with Electronic Health Records

FOREIGN LANGUAGE

• Ability to speak Spanish strongly preferred

OTHER

• Knowledge of medical office functions including business officework flows

PHYSICAL DEMANDS

• Not Applicable.

SUPERVISORY R