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Client Engagement Specialist II

2 months ago

Lancaster, Pennsylvania, United States Community Services Group, Inc. Full time
Overview:


At Community Services Group, Inc., we believe in the power of passion and dedication to enhance customer interactions. We strive to foster a culture where every team member is committed to delivering exceptional service.


Position Summary:
The Client Experience Ambassador II plays a vital role within our operations team, proactively identifying and addressing the needs of our clients and partners. This position is essential in ensuring a seamless and satisfying experience for all stakeholders.


The CX Ambassador is tasked with providing support to a diverse range of individuals, including clients, employees, and external partners. This role emphasizes problem-solving and guiding customers through their journey while meeting their needs effectively.


The CX Ambassador collaborates within small, agile teams that prioritize action and adaptability. We value diverse perspectives and encourage innovative thinking.


Key Responsibilities:
- Deliver outstanding customer service to both internal and external clients.
- Safeguard client confidentiality regarding personal and financial data.
- Process new service referrals, including data entry into the Electronic Health Record and completion of necessary documentation.
- Oversee the administrative experience for clients on the day of service, ensuring a smooth transition from initial contact to service delivery.
- Manage client authorizations to prevent service disruptions and claim denials.
- Prepare proactively for upcoming client appointments to guarantee an excellent experience.
- Collaborate with internal teams to provide a cohesive experience for clients.


- Work effectively in interdisciplinary teams that value diverse ideas and approaches.
- Identify and resolve claim payment issues through effective communication with clients, payers, and program partners.


- Adjust schedules as needed to ensure coverage for essential duties.


- Exhibit sound judgment and anticipate potential challenges, addressing them proactively.


- Focus on completing tasks accurately to minimize the need for corrections.


- Engage in meaningful work with a proactive approach within a flexible and responsive team.


- Utilize the Electronic Health Record system to maintain accurate and accessible information for all clinical, fiscal, and administrative functions.


Expected Outcomes:
- High levels of client satisfaction and employee engagement.
- Increased attendance rates among clients and employees.
- Efficient operations that do not compromise service quality.
- Reduced instances of licensing citations due to documentation issues.
- Enhanced payment processes and decreased re-billing occurrences.


Qualifications:
This role requires one of the following educational and experiential combinations:
- A Bachelor’s Degree; OR
- Four years of experience in a healthcare or hospital setting; OR
- Any equivalent combination of education and experience.


Additional Requirements:
- Ability to multitask and manage various responsibilities throughout the day.
- Flexibility to work varying hours as needed.
- Willingness to travel for training and meetings, which may involve occasional overnight stays.


Benefits:
Community Services Group, Inc. offers a comprehensive benefits package, including:
- Medical, Dental, Prescription, and Vision Insurance for eligible employees and their families.
- Generous Paid Time Off and other leave options.
- Extensive training programs and career development opportunities.
- Family Medical and Parental Leave.
- Flexible spending accounts for medical and dependent care.
- Traditional or Roth 401K Plans with employer matching.
- Employee Assistance Program (EAP) and Life Insurance.
- Wellness reimbursement and Tuition Assistance.
- Opportunities for mentorship and professional growth.


Become a valued member of our team and make a positive impact in the lives of others while enhancing your own career.