Client Experience Ambassador - Outpatient

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Summary:

The Client Experience (CX) Ambassador 2 is a primary CSG operations team member that proactively and innovatively anticipates and addresses the needs of our clients, external customers, and internal program partners ensuring a successful and satisfactory experience. The CX Ambassador 2 is responsible for supporting our customers, clients, ambassadors, employees or anyone they might come in contact with while working. It is their task to problem-solve and journey with the customer while assisting them with their needs. The CX Ambassador 2 works in small interdisciplinary and collaborative teams that have a bias for action, and are nimble, flexible, and adaptable. The CX Ambassador 2 welcomes and values diversity in thinking, actions, and ideas. The CX Ambassador 2 reports directly to the Director of Client Experience or designee.

This position is based out of CSG's Lancaster Mental Health Outpatient office.

Schedule: Full-Time (40 hours per week). Office hours are Monday to Friday from 7:00 AM to 7:00 PM. Specific schedules will be discussed during interviews.

Wage Information:

Starting wage: $18.00/hour, may be negotiable based on relevant experience

Job Description:

• Client Experience and Communication
  • Empathy and Compassion: Greet clients with warmth, sensitivity, and respect, understanding their potential distress or vulnerability.
  • Active Listening: Listen attentively to client needs, concerns, and questions, providing supportive and accurate information.
  • Strong Communication Skills: Clearly and concisely convey information (verbally and written) regarding clinic policies, appointment procedures, and financial obligations to clients, clinicians, and external contacts.
  • Professionalism: Maintain a calm, respectful, and composed demeanor, representing the clinic positively in all interactions.
  • Crisis Management/De-escalation: Remain calm and use de-escalation techniques when interacting with agitated or distressed clients; promptly and appropriately seek assistance from clinical staff for escalating situations.
  • Cultural Competence: Demonstrate awareness and sensitivity to diverse cultural backgrounds and beliefs to ensure an inclusive client experience.

Administrative and Operational Management

• Organizational Skills: Manage multiple administrative tasks simultaneously, including maintaining a tidy and professional reception area, answering scheduling and referral calls, and coordinating internal and external communication flow in a fast-paced environment.
• Attention to Detail: Ensure accuracy in all administrative tasks, including client registration, data entry, and appointment scheduling.
• Technical Proficiency: Competently utilize the Electronic Health Records (EHR) systems for scheduling and client data management, as well as standard office applications (e.g., Google Workspace).
• Teamwork and Collaboration: Work effectively and professionally with clinicians, therapists, account receivable team, and other administrative employees to ensure efficient and seamless client care coordination.
• Initiative: Proactively identify inefficiencies, anticipate client or employee needs, and propose/implement process improvements within the scope of the role.

Financial and Confidentiality Management

• Discretion and Confidentiality: Strictly adhere to all Health Insurance Portability and Accountability Act (HIPAA) regulations and clinic policies regarding client privacy, handling all sensitive information (clinical, financial, and personal) with the utmost care and security.
• Insurance Verification and Authorization: Proficiently verify client insurance eligibility, understand and communicate co-pays, deductibles, and out-of-pocket maximums, and obtain necessary pre-treatment authorizations prior to appointments.
• Financial Administration and Processing: Handle client financial transactions, including processing various forms of payment (cash, credit/debit, Electronic Funds Transfer), posting payments accurately to client accounts, and generating receipts.
• Billing Inquiry Support: Serve as the initial point of contact for routine billing questions, clearly explaining client statements, financial policies (e.g., sliding scale, cancellation fees), and escalating complex billing issues to the dedicated billing department.
• Basic Accounts Management: Maintain organized and accurate records of client financial transactions and balances, and reconcile cash drawers with routine bank deposit.

Workplace Endurance

• Stress Tolerance and Resilience: Effectively manage the emotional demands inherent in a mental health setting, maintaining professionalism and bouncing back quickly from challenging interactions or high-pressure situations.

Qualifications:

This position requires one of the following combinations of education and experience:

Associate’s Degree; OR

2 years of advanced training and 1-year experience in an office environment; OR

an equivalent combination of education and experience. Experience in healthcare or customer service relationship position preferred. 

Physical requirements of this position include the ability to see well enough to do things like drive and read, hear well enough to be able to communicate with others, and be able to hear things like a smoke alarm and phone ringing, as well as be able to ambulate throughout locations including climbing stairs, stooping and kneeling as needed. Must have finger and manual dexterity to make accurate, coordinated movements of fingers, arms, hands to grasp, move or carry objects, be able to bend and reach. Wear personal protective equipment as required.

Additional requirements include:  

• Able to multitask and manage multiple duties throughout the day.
• Able to work flexible hours as needed.
• Able to travel to trainings/meetings upon request, which may include occasional overnight stays.

CSG Offers Superior Perks & Benefits:

• Medical, Dental, Prescription, & Vision Insurance available for employees, spouses, domestic partners, & dependents who qualify.

• Generous Paid Time Off & Other Paid Leave

• Extensive Paid Training

• Career Development Opportunities

• Flexible Pay Options through myFlexPay

• Family Medical and Parental Leave

• Flexible spending accounts for medical & dependent care

• Traditional or Roth 401K Plans with up to 4% employer match

• Employee Assistance Program (EAP)

• Life Insurance

• Wellness Opportunities

• Tuition Assistance

• Mentor/Mentee Opportunities

Health Insurance & Benefits availability will vary.

Make a positive impact not only in someone else's life but in your own life by becoming a valued member of the CSG Team!

Community Services Group is proud to be an Equal Opportunity Employer and values a diverse, inclusive workforce.