Customer Support Associate

The Customer Support Associate supports the provision of direct services by providing daily services as needed, including but not limited to daily coverage of the front office, admissions, phone service, and medical records in order to serve our clients timely and properly. The Customer Support Associates (CSA) will be cross trained to schedule appointments, process agency admissions, answering calls, and scanning consumer health information (medical records). The CSA will be trained to aid with urine drug screens (UDS), pregnancy testing, blood pressure monitoring, blood oxygen levels 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.

ESSENTIAL DUTIES:

• Greets clients courteously when they arrive & appropriately verify 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 by checking the client address, phone, and insurance information are correct and in the computer system.
• Assure agreement to pay for treatment, billing authorization, and release of information are current & assuring all privacy practices are followed & Telemedicine are on file.
• Receive collection of payments at the time of service and assure daily recondition of the payments at their location.
• In some of Valleys locations, the CSA will travel to the bank to make daily deposits and send all payment information to the business office in Morgantown.
• Notifies appropriate personnel, including clinician, upon a visitor or clients arrival.
• Operates and maintains supplies & office equipment such as computers, fax machines, copy machines, and scanning devices to enter documents into computer system in a timely manner.
• Monitor and updates staff mail lists and mailboxes.
• Monitor and review the need for doctor orders for service and incident 2 billing.
• Maintains client financial information, to include the CRU, VACT, ACT and NB departments.
• Monitor and maintain staff listing in locations for scheduling purpose.
• Makes reminder calls for next day services for each outpatient 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.
• Present and project a professional, business-like image to customers, co-workers, and the public at all times.
• Follows Valleys policies and procedures in dealing with clients and other staff.
• Coordinates activities with other CSA staff to ensure a smooth operation to include coordinating the buildings communications such as phone and e-mail.
• Processing Releases of Information and records ROI in computer system.
• Ensure that any scanning and/or filing received is properly and timely placed into the appropriate file and/or electronic chart in the designated area.
• Helps to assure the safety, health, and well-being of clients in the lobby area.
• 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.
• Place clients in telehealth rooms and connect with providers.
• Perform Medicaid reports to check client eligibility daily.
• Collect client surveys to assist the agency with client care.
• Ability to cover other locations when needed.
• Ability to complete client vitals and UDSs as needed by providers.
• Able to collect medical information for providers before service is provided.
• At times may be responsible for ordering cleaning and office supplies.
• Other work-related duties as assigned.

MINIMUM QUALIFICATIONS:

• Ability to perform Essential Duties.
• High School Diploma or Equivalent.
• Working knowledge of computer applications including Microsoft Outlook and Microsoft Word.
• General typing experience.
• Ability to comply with clients rights and adhere to all HIPPA regulations.
• 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 and task management skills.
• Ability to work with limited direct supervision.
• Ability to comply with Valleys and Division departmental safety procedures.
• Ability to read, speak, understand, and write the English language.

PREFERRED QUALIFICATIONS:

• Previous reception and scheduling experience.
• Previous phone operator experience and customer service experience in healthcare.
• Previous experience with all Microsoft products.
• Previous experience working in a healthcare office.
• Previous experience with medical assisting procedures, insurance verification, medical billing, and Medicare & Medicaid.