Telehealth Customer Care Associate - Psychiatry And Mental Wellness

MAHEC's Center for Psychiatry and Mental Wellness at Biltmore Campus (Asheville) is seeking an experienced and compassionate CustomerCare Associate to join the team with a focus on serving our telehealth patient base.
This is not a remote position.
The Telehealth Customer Care Associate will serve patients by assisting with check-in and check-out responsibilities, appointment scheduling, assisting patients with payment services while providing a caring and equitable patient experience.
SPECIFIC RESPONSIBILITIES:

• Check-in patients via phone or live
• Update patient demographic and insurance information
• Verify insurance as needed
• Collect payments and reconcile cash drawers as assigned
• Refer patients to financial advocates as needed
• Prepare and provide appropriate patient paperwork
• Respond to walk-in patient needs
• Monitor waiting room for delays
• Check-out patients
• Schedule appointments
• Provide patients with clinical summary following visit
• Coordinate interpreting services for patients
• Reconcile appointments
• Answer phones, checks voicemails, monitors phone volume
• Collects and distributes mail
• Scan and fax documents
• Monitors appropriate electronic health record inbox and provides follow-up
• Participates in orientation of new staff
• Float in between front desk and scheduling areas as needed
• Provide satellite coverage as assigned
• Participate in process improvement of new and existing workflows
• Actively embraces and supports divisional and organizational initiatives
• Participate in outreach initiatives, community events, and seasonal clinics

KEY COMPETENCIES:
Integrity and Accountability

• Instills trust through own actions and follows through on commitments. Demonstrates high standards of ethics and treats others fairly and consistently. Establishes clear expectations for self and others to achieve stated goals and objectives. Exemplifies conduct congruent with MAHEC values and professional guidelines.

Relational Skills

• Possesses high degree of self-awareness. Recognizes and understands one's own and others' emotions and manages them effectively to respond appropriately, achieve intended goals, and relate well to others.

Collaboration

• Fosters commitment, team spirit and trust. Consistently develops and sustains collaborative working relationships, including across functions and departments. Fosters an inclusive culture of respect for individual and cultural differences.

Resilience and Adaptability

• Deals effectively with pressure while maintaining focus and remaining optimistic under adversity. Is open to change and new information, adapting rapidly in response to changing conditions and unexpected difficulties. Solicits and acts on feedback, learning from experience. Willing to compromise.

Service Delivery

• Places patients and colleagues at the center of priorities. Possess a high sense of urgency and ownership in solving problems. Looks for and identifies opportunities to enhance the level of service you and your team provide to others.

Conflict Resolution

• Knows how to uncover and resolve conflicts and disagreements in a positive and constructive manner. Maintains positive relationships and a professional and respectful attitude even under difficult circumstances. Helps people reach agreement.

Diversity, Inclusion + Equity

• Seeks out cross-cultural experiences that encourage awareness; seeks feedback from diverse stakeholders. Ensures equity mindset to carry out mission in culturally relevant ways.

SPECIFIED SKILLS

• Advanced computer skills as related to working with medical office software program(s)
• Experience with Electronic Health Records

FOREIGN LANGUAGE

• Ability to speak Spanish strongly preferred.

OTHER

• Knowledge of medical office functions including business office workflows

EDUCATION AND EXPERIENCE
MINIMUM QUALIFICATIONS:

• Any combination of education and experience equivalent to the following: High school diploma or equivalent, two years of relevant experience, or

PREFERRED QUALIFICATIONS:

• Previous experience in a medical office/clinical environment preferred.

SCHEDULE:

• Regular attendance on-site is an essential function of this position. Typical business hours are Monday - Friday, 7:30 am to 6:00 pm (or flexed to best meet the needs of the clients and/or the Division); 40 hours per workweek; weekend, holiday, or evening coverage is occasionally required. Work hours will need to be flexible in order to respond to special work assignments, or evening activities, as requested by the team leader.

POSITION COMPENSATION:

• $19.52/hr

At MAHEC, we strive to equip all team members with Total Rewards (pay + benefits) to honor their service, support their health, manage their financial security, build their career, and thrive. MAHEC is a certified Living Wage employer through Just Economics of Western North Carolina.
All MAHEC employees and learners will be required to receive the COVID-19 & Flu vaccines or have an approved exemption.
MAHEC Talent Management is located at 121 Hendersonville Road, Asheville, NC 28803. Equal Opportunity Employer. Black, Indigenous, People of Color and Spanish/English bilingual persons are strongly encouraged to apply. With this in mind, studies show that women, gender diverse, and BIPOC candidates are less likely to apply unless they meet all of the qualifications listed in the job description.
If you are interested in this role, and you have related experience and qualifications, we encourage you to apply or reach out to AskTalent@mahec.net for support in your job search process. You could be the talent we are seeking for this or other opportunities.