Job Description

 We are seeking a Customer Care Representative to join our team! As a Full-Time Customer Care Representative to assist with the day to day back office procedures including verifying insurance, centralized scheduling, client outreach, assisting with checking clients in and out of daily appointments and answering phones.  Proficient in MS Word, Access, PowerPoint, Excel, Outlook and EMR experience. Ability to multi-task, professional telephone manner, excellent customer service-oriented personality. Maintain compliance with current regulations. This position reports to the Director of Operations.

THE IDEAL CANDIDATE MUST POSSESS THE FOLLOWING:

Minimum of high school with 1 -2 years work experience in customer services or reception or other front line service. Associates degree preferred. Proficiency in Microsoft Office Suites.

FUNCTIONAL REQUIREMENTS: Demonstrated excellence in customer service, oral and written communication. Ability to tactfully and effectively with both routine patient queries and the more sensitive situations where clients may be nervous, agitated or otherwise distressed. Ability to communicate effectively with clients, families and clinical staff. Attention to detail and accuracy. Evidence of ability to work on own initiative but also as part of a team.

WORKING CONDITIONS: Position includes exposure to adult clients, parents, guardians, as well as to children and youth with behavioral problems, including possible physical aggression.

EXPOSURE TO CONFIDENTIAL INFORMATION: The Customer Care Specialist will have access to confidential medical records. Must maintain confidentiality and follow policies related to personnel and client records.

RESPONSIBILITIES:

• Greet patients and their families, as well as visitors at the reception desk
• Provide a warm, welcoming and supportive environment, dealing with any queries tactfully and discreetly
• To ensure that inquiries relating to appointments are dealt with efficiently, promptly and politely including calls from patients and professionals ensuring a high quality service is maintained at all times.
• Oversee patient experience from the time patients and guests enter, to the time they leave, including checking in and out of appointments.
• To ensure that the reception desk and waiting areas are maintained in a presentable manner.
• Speak with new referral agencies/persons via phone and email, completing referral form
• Scheduling appointments for Therapists, Psychiatist and Family Service Coordinators
• Schedule follow-up appointments with assigned provider prior to the client’s leaving the office
• Conduct Appt. Reminder Calls daily
• Makes appropriate notations in Electronic Health Record for No Show appointments and Reschedules .
• Client outreach
• Sending out no show letters, discharge letters
• Coordinate with various departments and customer
• Handle customer inquiries and complaints
• Completes filing and scans client documentation
• Verification of insurance coverage and visit authorization as well as insures client demographics is current and accurately recorded
• Collect Co-Pays
• Attends weekly administrative team meetings and training's as scheduled and required

​QUALIFICATIONS:

• Previous experience in customer service for Medial Office or other related fields
• Ability to build rapport with clients and collegues
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills
• Knowledgeable of electronic medical records is a plus.
• Billing Experience a plus

​ADDITIONAL REQUIREMENTS:

• Valid driver’s license
• Must have experience working with children and adults
• Must be flexible with hours shifts include 9-5:30, 10-6:30, 11-7:30
• Maintain the highest level of exceptional customer service
• Delegate tasks and responsibilities to staff members
• Ensure and maintain office productivity levels
• Review work quality and develop necessary training programs​

Company Description

Therapeutic Living for Families is a Specialty Behavioral Health Center. Our vision is to build strong, healthy, and happy families in our communities, cities, and state one family at a time. We provide behavioral health and substance abuse services to include Intensive Outpatient, Partial Hospitalization Program, Groups, Medication Management, Psychiatrist Evaluations, Psychiatric Rehabilitation Program, and Supported Employment Services. MISSION: To provide comprehensive health services for people with mental illness and addictions to improve their mental, physical, and psychological health while, strengthening, preserving, and supporting their recovery within their communities. Because We Care Our Values: As a company and as individuals we value integrity, honesty, commitment, dependability, and trust. We are committed to providing quality on-time service to our clients' treatment and care with information based on their treatment plan. We treat our clients with respect, dignity, and unconditional positive regard as well as choices, preferences, and satisfaction of reaching their goals toward recovery. We hold ourselves accountable to our clients, partners, and employees by honoring our commitments. We also strive to protect the health, safety, and well-being of every team member while finding common ground between the agency and our clients. We aim to achieve our mission, vision, and our values with the highest quality of care.