Job Description

This position provides excellent customer service to individuals and families, managing office flow, collecting payments, and verifying authorizations. Responsibilities include answering and triaging calls, scheduling appointments, updating account information, and ensuring compliance with various policies.

• Demonstrate ability to engage consumers in a welcoming, hopeful, empathetic manner regardless of disability or phase of recovery.
• Demonstrate excellent customer service to internal and external customers.
• Check patients in and out for services and manage the flow of patients and other patrons in the office.
• Take patient payments during check in or out or via phone call.
• Check for prior authorizations for services and assist with prior authorization communications or insurance initiation.
• Update patient accounts with new and/or changed demographic and insurance coverage, including verification when needed.
• Answer and triage internal and external telephone calls, conduct initial screening to determine the nature of requests or problems, take messages, refer to the appropriate parties, and perform related customer service activities representing the program to the public.
• Answer calls via the phone queue as assigned and assist callers with their requests.
• Complete requests in the email queue as assigned.
• Complete requests in the voicemail queue as assigned.
• Maintain the lobby, follow opening and closing duties, and escalate issues in the lobby to the appropriate party.
• Assist patients with basic billing questions such as balance due, and transfer more complex issues to the billing team.
• Provide back-up coverage for centralized schedulers.
• Provide back-up coverage for vitals.
• Maintain appointment status.
• Answer both general and specific inquiries regarding departmental procedures, including interpretation of policies and procedures when needed.
• Operate a variety of office machines, such as personal computers, scanners, copy machines, and calculators.
• Ensure that paperwork is maintained in accordance with HIPAA guidelines as well as Easterseals MORC policies and procedures.
• Provide general assistance for program tasks when available, including scanning, mailing, and other basic administrative duties, only when not actively engaged in primary reception responsibilities.
• Collaborate on special team projects as assigned.
• Maintain full compliance with mandatory training requirements.
• Demonstrate knowledge of principles of trauma informed care.
• Show willingness to support and assist consumers with trauma related issues.