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 patients demographic and insurance information
• Verify insurance as needed
• Collect payments and reconcile cash drawers as assigned
• Refer patients to financial advocates as needed
• Prepare and provide appropriate patient paperwork
• 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, checks voicemails, monitors phone volume
• Collects and distributes mail
• Scan and fax documents
• Monitors appropriate electronic health record inbox and provides follow-up
• Participates in orientation of new 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 the Customer Care Associate may perform.
KEY COMPETENCIES:

• Communication Skills

Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient's family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.

• Decision Making

Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to 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 your area expertise along with MAHEC's organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate.

• Interpersonal Skills

Showing the ability to meet difficult situations with 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 when its most 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 and equitable practices, ability to manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to do the best 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 to an appropriate resolution for a given issue. This helps to drive continuous improvement by thinking through where we can improve in a novel way. Measures success by understanding where we are currently and where we want to go and then applying those new ideas to 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 office work flows

PHYSICAL DEMANDS

• Not Applicable.

SUPERVISORY RESPONSIBILITIES: N/A
EDUCATION AND EXPERIENCE

• MINIMUM QUALIFICATIONS:
  • Any combination of education and experience equivalent to the following: High school diploma or equivalent, two years of relevant experience, or comparable combined education and/or experience required.
• PREFERRED QUALIFICATIONS:
  • Previous experience in a medical office/clinical environment preferred.

REQUIRED LICENSES: N/A
SCHEDULE:
Regular attendance on-site is an essential function of this position. Typical business hours are Monday - Friday, 8:00 am to 5:00 pm (or flexed to best meet the needs of the clients and/or the Division); 40 hours per workweek; weekend, holiday, or evening coverage is occasionally required. Work hours will need to be flexible in order to respond to special work assignments, or evening activities, as requested by the team leader.
POSITION COMPENSATION: $19.52/hour, full time with full benefits available