Intake and Customer Service Specialist
2 days ago
Job Summary:
As an Intake and Customer Service Specialist at ACCESS (MI), you will play a vital role in ensuring the accessibility of effective community services that empower individuals and families to achieve an enhanced quality of life. You will interact with customers by addressing inquiries and resolving client complaints, providing a high level of customer service support and handling matters professionally and responsibly. Your goal will be to deliver quality customized services, client care, and satisfaction.
Key Responsibilities:
- Welcome individuals to the department and program, providing a warm and welcoming experience.
- Answer telephone calls, questions, and service inquiries about services, ensuring timely and accurate responses.
- Orient individuals to service benefits and resources available, empowering them to make informed decisions.
- Provide a seamless transfer with customer-centered service to ensure clients make initial contact with funders and health plans.
- Offer information on how to access services and rights processes, promoting client autonomy.
- Assist with resolution of local complaints, grievances, and appeals processes, ensuring client satisfaction.
- Survey, track, trend, and report on member/provider experiences, informing service improvements.
- Provide behavioral health, customer service, outreach, education, and training support, promoting holistic service delivery.
- Maintain current listings of all providers, including organizations and practitioners, with whom ACCESS (MI) has contracts, ensuring accurate and up-to-date information.
- Follow up with appropriate staff and document results on the internal system and calendars, if applicable, ensuring seamless communication.
- Schedule intake appointments with relevant program staff, streamlining the service delivery process.
- Record customer information and outcomes, entering services on the appropriate internal system, highlighting all given resources.
- Explain program requirements and any fees, if applicable, to clients, promoting transparency and understanding.
- Maintain current knowledge regarding ACCESS programs and field of work, ensuring expertise and relevance.
- Refer clients with possible well-being matters to internal resources when necessary, promoting holistic support.
- Track referrals and enrollment status of clients, document outcome of the referral and enrollment, and provide support as appropriate, documenting barriers to enrollment, if any.
- Provide excellent internal/external customer services via telephone, e-mail, or face-to-face to assist customers with their eligibility and enrollment needs and answer questions or concerns regarding program processes and requirements.
- Provide an overview of all internal services and help refer and/or enroll the client to obtain the necessary service and encourage participation.
- Keep current with trends and developments related to essential job competencies, ensuring expertise and relevance.
- Protect confidentiality of customers at all times and abide by HIPPA law and confidentiality policy, maintaining the highest standards of professionalism.
- Follow policies and procedures at all times and complete documentation in appropriate systems, ensuring accuracy and compliance.
- Attend regular team meetings, and share any helpful/challenging/issues, promoting collaboration and knowledge sharing.
- Attend monthly staff meetings and all mandatory organization activities, ensuring engagement and commitment.
- Take fax orders, phone calls, in person new clients', and schedule new program screenings and evaluations, streamlining the service delivery process.
- Project a positive, flexible attitude in attempting to meet Clients' scheduling needs, promoting a client-centered approach.
- Perform receptionist functions and assure that the telephone is answered, visitors/clients/patients are greeted, in a courteous, professional, and timely manner.
- Perform registration functions and assure timely, efficient, and customer-friendly registration are met.
- Verify and process program eligibility and benefits verification for all clients, ensuring accurate and timely service delivery.
- Assist in resolving any client issues generated through contract account denials, promoting client satisfaction.
- Verify client insurance coverage and prepare EMR case with all demographic and benefits information, ensuring accurate and comprehensive service delivery.
- May process insurance pre-authorizations for patients, if applicable, for program, promoting efficient service delivery.
- Work staff to resolve any issue to ensure timely filing and clean-claim requirements, ensuring compliance and accuracy.
- May enroll and inform patients and clients about insurance affordability through the local health exchanges and public insurance programs to encourage participation.
- May issue notices of hot jobs and in-demand trainings to clients, promoting professional development.
- May issue notices and revised fee agreements while compiling data and entering information for sliding scale fee reductions, promoting client-centered service delivery.
- May pre-register clients for all disciplines before first appointment, preparing chart within EMR, streamlining the service delivery process.
- Operate standard office equipment and use required software applications, ensuring efficient and effective service delivery.
- Perform other duties and responsibilities as assigned, promoting flexibility and adaptability.
Knowledge, Skills, and Abilities:
- Knowledge of uninsured and underserved populations, commercial and worker's compensation insurance.
- Skill in critical thinking with the ability to effectively problem solve, strong customer service skills, strong multi-tasking skills, organizational and time management skills to effectively juggle multiple priorities, time constraints, and large volumes of work.
- Ability to operate a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word, Excel, Outlook, intranet, and computer navigation, master the rules of a number of complex public benefits programs, establish positive relationships with associates, volunteers, and third-party intermediaries, be highly organized with the ability to multi-task and adapt to changing priorities, establish and meet deadlines, evaluate each registration/admission and be alerted to potential problems, including pre-certification or financial assistance for the client, communicate effectively with both written and verbal forms, including proper phone etiquette, work collaboratively in a team-oriented environment, courteous and friendly demeanor, work effectively with various levels of organizational members and diverse populations, including ACCESS staff, clients, family members, insurance carriers, outside customers, vendors, and couriers, cross-train in other areas of practice in order to achieve smooth flow of all operations, exercise sound judgment and problem-solving skills, specifically as it relates to resolving billing and coding problems, handle client and organizational information in a confidential manner, work under minimal supervision.
Educational/Previous Experience Requirements:
- Minimum Degree Required: High School or GED, Associate degree preferred, Required Disciplines: Health Administration, Business Administration, or related field approved by Human Resources.
- For Workforce Development, at least 3-5 years previous workforce development experience in a funded program that includes enrolling into a funded program, intake, referral to services for training, supportive services, and knowledge of program policies and system partners, or equivalent combination of education, experience, and/or training approved by Human Resources.
- For Community Health & Research Center, at least 3-5 years previous experience including experience with medical insurance processing, Medicare, Medicaid, CCI edits, Medicare Functional Therapy Reporting, and Therapy Cap requirements, local payer coding and billing guidelines as they pertain to physical, occupational, or speech therapy preferred, or equivalent combination of education, experience, and/or training approved by Human Resources.
Licenses/Certifications:
- Licenses/Certifications Required at Date of Hire: None.
Working Conditions:
- Hours: Normal business hours, some additional hours may be required.
- Travel Required: Some local travel may be required.
- Working Environment: Climate-controlled office.
-
Intake and Customer Service Specialist
1 month ago
Dearborn, Michigan, United States ACCESS (MI) Full timeJob Title: Intake and Customer Service SpecialistAt ACCESS (MI), we are seeking a highly skilled Intake and Customer Service Specialist to join our team. As a key member of our organization, you will play a vital role in ensuring the accessibility of effective community services that empower individuals and families to achieve an enhanced quality of life.Job...
-
Intake and Customer Service Specialist
2 days ago
Dearborn, Michigan, United States Arab Community Center for Economic and Social Serv Full timeJob Title: Intake and Customer Service SpecialistAt Arab Community Center for Economic and Social Service, we are seeking a highly skilled Intake and Customer Service Specialist to join our team. As a key member of our Community Health & Research Center, you will play a vital role in ensuring the accessibility of effective community services that empower...
-
Clinical Intake Specialist
3 days ago
Dearborn, Michigan, United States UHS Full timeAbout the RoleWe are seeking a skilled Clinical Intake Specialist to join our team at Beaumont Behavioral Health, a 144-bed behavioral health facility. As a key member of our admissions team, you will play a critical role in ensuring that patients receive the highest level of care and support.ResponsibilitiesObtain initial clinical phone information from...
-
Clinical Intake Specialist
2 days ago
Dearborn, Michigan, United States UHS Full timeAbout the RoleThe Intake Clinician plays a critical role in the admission process, ensuring that clients receive the appropriate level of care. This position requires strong communication and interpersonal skills, as well as the ability to work effectively in a fast-paced environment.ResponsibilitiesObtain initial clinical phone information and communicate...
-
Customer Experience Specialist
1 month ago
Dearborn, Michigan, United States Best Buy Full time{"title": "Customer Experience Specialist", "description": "**About the Role**At Best Buy, we're committed to creating a work environment where every employee feels like they truly belong and contribute to our shared purpose. As a Customer Experience Specialist, you'll be the face of Best Buy for our customers, providing unique and personalized service to...
-
Bilingual Customer Service Representative
2 weeks ago
Dearborn, Michigan, United States The Sherwin-Williams Company Full timeCustomer Service Specialist Job DescriptionThis role is crucial to the success of our retail stores. As a Customer Service Specialist, you will work closely with customers to understand their needs, provide solutions, and ensure maximum satisfaction. You will also be responsible for maintaining high-quality standards, staying up-to-date with product...
-
Bilingual Customer Service Representative
4 weeks ago
Dearborn, Michigan, United States The Sherwin-Williams Company Full timeCustomer Service Specialist Job DescriptionThis role is crucial to the success of our retail stores. As a Customer Service Specialist, you will work closely with customers to understand their needs, provide solutions, and ensure maximum satisfaction. You will also be responsible for maintaining high-quality standards, staying up-to-date with product...
-
Service Collections Specialist
3 weeks ago
Dearborn, Michigan, United States Rite-Hite Full timeJob Title: Service Collections SpecialistAt Rite-Hite, we are seeking a highly skilled Service Collections Specialist to join our team. As a key member of our finance department, you will be responsible for collecting past due invoices from service customers.Job Summary:The Service Collections Specialist will work closely with customers to determine the...
-
Customer Service Representative
1 month ago
Dearborn, Michigan, United States Sherwin-Williams Full timeAbout the RoleThis position is crucial to the success of our retail stores. Customer Service Specialists work closely with wholesale and retail customers to determine their needs, answer their questions about products, and recommend the right solutions. They are expected to promptly resolve any customer concerns and ensure maximum client satisfaction, while...
-
Bilingual Customer Service Representative
4 weeks ago
Dearborn, Michigan, United States Sherwin-Williams Full timeAbout the RoleWe are seeking a highly skilled and customer-focused Bilingual Store Customer Service Specialist to join our team at Sherwin-Williams. As a key member of our retail team, you will be responsible for providing exceptional customer service, answering product questions, and recommending solutions to meet our customers' needs.Key...
-
Bilingual Customer Service Representative
1 month ago
Dearborn, Michigan, United States The Sherwin-Williams Company Full timeJob SummaryThe Sherwin-Williams Company is seeking a highly skilled and customer-focused Bilingual Store Customer Service Specialist to join our team. As a key member of our retail sales team, you will be responsible for providing exceptional customer service, building strong relationships with customers, and driving sales growth.Key ResponsibilitiesProvide...
-
Bilingual Customer Service Representative
3 days ago
Dearborn Heights, Michigan, United States Sherwin-Williams Full timeAbout the RoleWe are seeking a highly skilled and multilingual Customer Service Specialist to join our team at Sherwin-Williams. As a Customer Service Specialist, you will play a critical role in providing exceptional customer service to our wholesale and retail customers, answering their questions about our products, and recommending solutions to meet their...
-
Dearborn, Michigan, United States The Sherwin-Williams Company Full timeJob SummaryThis role is critical to the success of our retail stores. As a Customer Service Specialist, you will work closely with wholesale and retail customers to understand their needs, provide expert advice on Sherwin-Williams products, and recommend solutions to meet their requirements. You will also be responsible for promptly resolving customer...
-
Healthcare Support Specialist
2 months ago
Dearborn, Michigan, United States Ali Achira Endocrinology & Weight Loss Clinic Full timePosition OverviewWe are seeking a dedicated Healthcare Support Specialist to join our medical practice. This role is essential in providing assistance within our clinic, focusing on patient care and administrative tasks.Key ResponsibilitiesAssist with patient intake and documentation.Manage electronic medical records efficiently, with a preference for...
-
Customer Service Representative
4 weeks ago
Dearborn, Michigan, United States Walgreens Full timeCustomer Service Associate Role at WalgreensAs a Customer Service Associate at Walgreens, you will be responsible for delivering exceptional customer experiences, providing courteous and efficient checkout services, and recommending items for sale to customers. Your key responsibilities will include:Modeling and delivering a distinctive and delightful...
-
Customer Service Coordinator
3 days ago
Dearborn, Michigan, United States Penske Truck Leasing Co., L.P. Full timePenske Logistics Customer Service Associate RoleA Penske Logistics Customer Service Associate plays a vital role in ensuring timely delivery of materials and products to customer locations. This involves monitoring delivery schedules and managing time-sensitive information and transactions to guarantee on-time delivery.Key Responsibilities:Track and manage...
-
Customer Service Representative
4 weeks ago
Dearborn, Michigan, United States Hart Medical Equipment Full timeJob SummaryHart Medical Equipment is seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be the first point of contact for customers, providing exceptional service and support in a fast-paced environment.Key ResponsibilitiesAssist internal and external customers in a...
-
Customer Service Representative
2 days ago
Dearborn, Michigan, United States Hart Medical Equipment Full timeJob SummaryHart Medical Equipment is seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. As the first point of contact for customers, you will be responsible for providing exceptional service, taking orders, answering questions, and handling complaints and troubleshooting problems.Key...
-
Customer Service Representative
4 weeks ago
Dearborn, Michigan, United States Hart Medical Equipment Full timeJob SummaryHart Medical Equipment is seeking a highly skilled and compassionate Customer Service Representative to join our team. As the first point of contact for customers, you will be responsible for providing exceptional service, answering questions, and resolving issues in a professional and empathetic manner.Key ResponsibilitiesAssist customers with...
-
Office Support Specialist
1 month ago
Dearborn, Michigan, United States Les Stanford Chevrolet and Cadillac Full timeWe are seeking a highly organized and responsible individual to join our team at Les Stanford Chevrolet and Cadillac as an Office Support Specialist. This is an entry-level position with excellent potential for growth and development. The successful candidate will be responsible for a variety of tasks, including filing, switchboard relief, and assisting the...