Customer Success Representative

Great Lakes MSO is currently seeking motivated candidates who are passionate about providing exceptional levels of service to patients and clinicians in an outpatient mental health setting. Ideal candidates will be forward thinking, self-starters who are tech savvy with a keen eye for detail. Customer Success Representatives must be flexible and have the ability to flourish in a results-driven, fast-paced work environment.

Primary Responsibilities:

• Deliver prompt, courteous service through multiple software applications (email, chat, phone) and technology platforms to provide front line support to clinicians and patients.
• Follow all established procedures to ensure complete and accurate levels of service.
• Collect patient data involving medical, demographic, and insurance information while ensuring all HIPAA guidelines are followed.
• Accurately schedule, cancel, and reschedule patient appointments.
• Resolve clinician inquiries around scheduling, billing, insurance, facilities, and the like.
• Use discovery, critical thinking, self-education, and problem-solving processes to troubleshoot issues and generate solutions.
• Process credit card payments, respond to common client billing concerns, and provide billing statements to customers.
• Advocate for clients’ issues, inquiries, concerns, needs, and suggestions while maintaining ownership of the case and follow-through to completion.
• Other duties as assigned.

What will you need to be successful in this role?

• Exceptional writing and communication skills, with the ability to articulate information clearly and concisely (required).
• A writing sample will be required.
• High level of professionalism when interacting with other team members, clinicians and patients. (required).
• Strong problem-solving abilities and a proactive approach to addressing clinician and patient needs or concerns.
• Willingness to work in a collaborative team environment.
• Experience with CRM Software (e.g., Salesforce) and other relevant tools is a plus.
• Ability to commute to Troy, Michigan, via reliable transportation as part of in-office work requirements.
• Bachelor’s degree in Healthcare Administration, Business Administration, Communications, or other applicable field (required)
• Previous experience working in the mental health space (preferred)
• Previous medical records, billing, verifications, customer service, and/or scheduling experience (preferred)

Equal Opportunity and At Will Statement:

Great Lakes Psychology Group (GLPG) does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.

Employment with Great Lakes is at will. This means employment with Great Lakes is for an indefinite period of time and it is subject to termination by you or Great Lakes, with or without cause, with or without notice, and at any time.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Required)

Ability to Commute:

• Troy, MI 48084 (Required)

Work Location: Hybrid remote in Troy, MI 48084

Experience

• 1 year(s): Experience working in the Mental Health space
• 1 year(s): CRM Software (e.g. Salesforce)

Education

• Bachelors or better in Health Services Administration or related field

Behaviors

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals