Customer Service Representative

1 month ago

Hartford, United States Wheeler Clinic Full time

The Customer Service Representative (CSR) performs functions related to the enrollment of new clients. The CSR registers new clients, obtains basic insurance information and enters data in the Electronic Health Record (EHR). CSRs will be cross trained to work at each site location, performing administrative, scheduling and backfill functions. CSRs will be cross trained to work at every Health and Wellness Center including but not limited to the Navigation Center where they will be trained to perform administrative duties, schedule appointments, manage incoming calls, and backfill appointments as needed. **POSITION SUMMARY**

**EDUCATION AND EXPERIENCE/QUALIFICATIONS**

High School diploma and one year of progressively responsible work experience is required. A valid Connecticut drivers license and access to timely and reliable transportation are required.

Experience with Microsoft Office products, other software programs, and office equipment such as fax, copiers, and scanners is preferable.

**LOCATION**

Hartford, CT

**SCHEDULE**

Full time

**EMPLOYEE BENEFITS**

Wheeler Clinic offers access to a comprehensive array of benefits, including:

- For Good Health

- Anthem Medical, Prescription, Dental and Vision insurance

- Health Savings Account (HSA), with company contribution

- Wellness Programs

- Free annual flu shots

- For a Secure Future

- Company paid Life and AD&D insurance

- For Retirement

- 403(b) Plan, with clinic contributions for eligible employees

- For Career Advancement

- Education Reimbursement Program

- Training and development opportunities

- For Work Life Balance

- Generous paid time off, including vacation, sick and personal leave

- Employee Assistance Program (EAP)- Free and confidential counseling

- Employee discounts at local spa and on cell phone services

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

Provides administrative support to outpatient clinicians, psychiatric staff and to all programs.

Greets and communicates in a positive, professional and effective manner with clients, staff and referral sources, assessing the needs of each and triaging calls as necessary.

Verifies each patients/clients insurance coverage at each session via eligibility swipes and/or verification calls to the insurance company.

Collects patient/client copays and outstanding balances at the time of check-in, reconciles deposits, and forwards to billing in a timely manner.

Creates new patient/client charts as needed, including but not limited to demographic and insurance information.

Reviews and completes documentation, including release and consent forms, prior to the intake.

Notifies clinician when client is ready for intake/session and signs out room.

Enters data in a timely and accurate manner for ongoing reporting (e.g., COB, BEH, Guarantor).

Maintains flexibility pertaining to cross training in the Navigation Center and coverage at other Health and Wellness sites(i.e., hours, site, location) to meet the needs of the department.

Processes, and sorts incoming Faxes and Mail.

Schedules appointments for all disciplines, including but not limited to Medical, Dental, Behavioral Health, and the Psychiatric department.

Produces and delivers timely, accurate and professional documents as needed to patients/clients, referral sources, collateral contacts and primary care physicians.

Makes confirmation calls and backfills no/show and cancelled slots by patients/staff according to specified guidelines.

Monitors office supplies, lab supplies, educational and clinical literature and orders as necessary.

Maintains all error and Q&A reports up to date.

Maintains all scanning/indexing up to date.

Pursues and utilizes available trainings and staff development opportunities to develop computer skills, and enhance knowledge and growth within the agency, including insurance coverage.

Maintains competencies to meet expectations in all position-specific key performance indicators.

Continues to develop knowledge and understanding about the history, traditions, values, family systems, and artistic expression of groups served as well as uses appropriate methodological approaches, skills, and techniques that reflect an understanding of culture.

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