Client Experience Ambassador

4 weeks ago

Williamsport, Pennsylvania, United States Spherion Full time
Job Profile Summary:

The Client Experience Ambassador is the primary 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.

This role is responsible for supporting our customers, clients, ambassadors, employees or anyone they might come in contact with while working.

The Ambassador is tasked with problem-solving and journeying with the customer while assisting them with their needs.

The Ambassador works in small interdisciplinary and collaborative teams that have a bias for action, and are nimble, flexible, and adaptable.

The Ambassador welcomes and values diversity in thinking, actions, and ideas.

The Client Experience Ambassador reports directly to the Director of Client Experience or designee.


Key Responsibilities:

  • Promote excellence by providing extraordinary customer service to both internal and external customers.
  • Protect clients' rights by maintaining confidentiality of personal and financial information.
  • Complete new referrals into services including entry into the Electronic Health Record and completion of initial paperwork.
  • Manage client day of service administrative experience from the initial contact through service delivery to completion of services.
  • Manage client authorizations to ensure clients experience no disruption of service and no claim denials for unauthorized services.
  • Proactively prepares for upcoming client appointments and services to ensure excellent client experience on the day of service.
  • Collaborates and communicates with internal programs to ensure a cohesive and consistent experience for clients.
  • Will accomplish work in small interdisciplinary and collaborative teams that value diversity in thinking, actions, and ideas.
  • Identifies and solves claim payment issues by collaborating and communicating with clients, payers, and program partners to achieve excellent client experiences.
  • Adjusts schedules to provide coverage for duties required to support programs.
  • Ability to exhibit good judgment and proactively anticipate obstacles or potential issues and address them prior to becoming problems.
  • Ability to provide support to individuals that is interactive and not simply transactional.
  • Keep primary focus on getting tasks done correctly on the front end to ensure time is not spent correcting issues.
  • Complete meaningful work with a bias for action, within a nimble, flexible, and adaptable team.
  • Utilize the Electronic Health Record and ensure that it is accurate, up to date, easily understood, and utilized fully by everyone for all clinical, fiscal, and administrative functions and information for individuals in service.

Accountability:

  • Deliver the expected outcomes of:
  • High client satisfaction and high employee engagement.
  • Increased client and employee attendance rate.
  • Doing things in the most timely and least costly way while not sacrificing high client and employee satisfaction.
  • Reduced licensing citations for missing information or documentation.
  • Increased payments and reduced re-billings.

Additional responsibilities include:

Complete claims corrections and write offs; submit claims to all payers in a timely manner including electronic, online, and paper submissions; Enter and process payments and denial codes; Review and resolve all denials and monitor aging reports and resolve open client payables.


Requirements:

  • Must have a valid driver's license, good driving record, and access to a reliable vehicle to attend trainings, meetings.
  • 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.

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