Agency Profile: Spectrum Health & Human Services respectfully partners with adults, children, and families as they recover from behavioral, emotional, mental health and/or substance related disorders by offering individualized and meaningful opportunities of hope, empowerment and support to achieve self-defined improvements in their quality of life.
Full-time: Hybrid position - 227 Thorn Avenue, Orchard Park, NY/Partially-remote
SUMMARY OF POSITION FUNCTION:
Identifying patient needs through telephone inquiries, screenings, and professional requests ensuring caller satisfaction
MAJOR DUTIES AND RESPONSIBILITIES:
- Knowledge and demonstration of agency core values in day-to-day activities
- Develop exceptional customer service to provide a positive patient experience.
- Ensure the criteria for a high performing team member and the values that support trust, interdependencies and teamwork are role modeled and consistently evidenced in the work environment.
- Enroll new clients or re-enroll former into appropriate programs.
- Answer inquiries and offer valid information as needed
- Minimize call duration without compromising quality.
- Maintain HIPAA compliance to protect individuals' privacy
- Politely and promptly answer and direct calls to the appropriate person.
- Manages high volume of inbound phone calls for various locations; always identifies self and agency
- Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with other departments as needed.
- Schedule, cancel, reschedule, etc. patient appointments as requested by the patient or clinical staff.
- Conduct brief screenings for individuals seeking services, including linkage with appropriate department when applicable.
- Attend meetings onsite and offsite as assigned.
- Insurance verification for Medicaid and Commercial payors
- Other duties as assigned.
SKILLS/COMPETENCIES:
- Excellent computer skills with the strong ability to navigate computer programs, including Microsoft Office, internet search engines, agency's Electronic Health Record system and use of office machines
- Excellent customer service skills with clients and colleagues
- Strong communication skills, both verbal and written
- Meticulous attention to detail; excellent time management and organizational skills
- Ability to multitask in a fast-paced work environment
EDUCATION REQUIREMENTS:
- High School Diploma or equivalent
EXPERIENCE:
- One year work experience in work related field preferable
- Flexible availability and willingness to work nights and weekends.
- Must possess a valid driver's license with an acceptable driving record and have reliable transportation.
COMPENSATION: $16.00/hr - $19.36/hr