Client Experience Ambassador 2

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Summary:

The Client Experience (CX) Ambassador 2 is a primary CSG 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. The CX Ambassador is responsible for supporting our customers, clients, ambassadors, employees or anyone they might come in contact with while working. It is their task to problem-solve and journey with the customer while assisting them with their needs. The CX Ambassador works in small interdisciplinary and collaborative teams that have a bias for action, and are nimble, flexible, and adaptable. The CX Ambassador welcomes and values diversity in thinking, actions, and ideas. The Client Experience Ambassador 2 reports directly to the Director of Client Experience or designee.

This position is based in CSG's Harrisburg Outpatient office.

Schedule: Monday-Friday, 8:00am - 4:30pm.

Wage Information:

Starting wage: $17/hour, negotiable based on relevant experience

Job Description:

• Promote excellence by providing extraordinary customer service to both internal and external customers.
• Protects 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. 
• 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.

Accountability to 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.

Qualifications:

This position requires one of the following combinations of education and experience:
Bachelor's Degree or 4 years of experience in a hospital or healthcare office environment, OR an equivalent combination of education and experience.  

Additional requirements include:  

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

CSG Offers Superior Perks & Benefits:

• Medical, Dental, Prescription, & Vision Insurance available for employees, spouses, domestic partners, & dependents who qualify.

• Generous Paid Time Off & Other Paid Leave

• Extensive Paid Training

• Career Development Opportunities

• Flexible Pay Options through myFlexPay

• Family Medical and Parental Leave

• Flexible spending accounts for medical & dependent care

• Traditional or Roth 401K Plans with up to 4% employer match

• Employee Assistance Program (EAP)

• Life Insurance

• Wellness Opportunities

• Tuition Assistance

• Mentor/Mentee Opportunities

Health Insurance & Benefits availability will vary.

Make a positive impact not only in someone else's life but in your own life by becoming a valued member of the CSG Team!

Community Services Group is proud to be an Equal Opportunity Employer supporting Workforce Diversity.