NATURE OF WORK: Customer Support Associate supports the provision of direct services by providing daily services as needed, including but not limited to daily coverage of the Front office, Admission, Phone and Medical Records in order to serve our clients timely and properly. All Customer Support Associates (CSA) will be cross-trained to schedule appointments, process agency admissions, answering calls, scanning consumer health information (medical records). All CSA will be trained to provide assistance with urine drug screens (UDS), pregnancy testing, blood pressure monitoring, blood oxygen levels and temperature checks. Incumbent must be able to implement process changes in a variable and complex behavioral health environment while providing excellent customer services to our clients.

ESSENTIAL DUTIES:

Greets clients courteously when they arrive and appropriately verifies name, address and payers information at check in.

• Employee will ensure the clients are in compliance for their appointments either prior to being scheduled or prior to receiving services by checking the client address, phone, insurance information are correct and in the computer system. Also that Agreement to pay for treatment, billing authorization and release of information are current. Also a current, Privacy Practices and Telemedicine are on file.
• Collection of payments at the time of service. Daily recondition of the payments at their location.
• In some sites able to go to the bank to make daily deposits. Send all payment information to Business office in Morgantown
• Notifies appropriate personnel, including clinician, upon a visitor or clients arrival.
• Operates normal office equipment such as computers, fax machines and copies as needed.
• Scan documents to computer system.
• Sorts, distributes and sends faxes timely.
• Monitor and updates phone lists and sends to staff
• Monitor and updates staff mail lists and mail boxes.
• Monitor / reviews the need for Doctor Orders for service and incident 2 billing.
• Maintains client financial information. This is to include the CRU, VACT, ACT and NB.
• Monitor and maintains staff listing in locations for scheduling purpose.
• Makes reminder calls for next day services for each Out Patient location.
• Assists with special projects including mass mailings.
• Greets the public coming in the building and assists them with their needs by directing them or securing appropriate personnel to assist them.
• Employees are expected at all times to present and project a professional, businesslike image to customers, co-workers, and the public.
• Follows Valleys policies and procedures in dealing with clients.
• Coordinates activities with other CSA staff to ensure a smooth operation. This includes coordinating the buildings communications such as the use of the intercom system, phone pages and transfers.
• Processing Releases of Information and records ROI in computer system.
• Employees will ensure that all charts are handled appropriately. This means pulling paper charts when needed. Employees will ensure that any scanning and or filing received on a daily basis is properly and timely placed into the appropriate file and/or electronic chart in the designated area.
• Helps to assure that the safety, health and well being of clients are always maintained in the lobby area.
• Scans billing forms to computer for weekly and monthly billing.
• Monitors, maintains and uses appropriately, all equipment and supplies.
• Supports and helps in the training of new employees.
• Cross-trains to perform all CSA duties.
• Attends in-service trainings and mandated meetings as assigned.
• Runs Medicaid reports to check client eligibility daily. Also mid-month and month end. Updates in computer client financial eligibility and notifies staff if of any new information.
• Runs Medicaid / Insurance pre-checks for CRU, ACT and NB programs before start of new month. Updates computer and notifies staff of any new information
• Collects client surveys to assist the agency with client care.
• Able to cover other locations when needed.
• Able to collect medical information for providers before service is provided.
• In some locations responsible for ordering cleaning and office supplies.
• OTHER DUTIES AS ASSIGNED.

• Ability to perform Essential Duties as outlined below.

• High School Diploma or Equivalent.
• Working knowledge of computer applications including Microsoft Outlook and Word.
• General typing experience.

• Ability to comply with Clients Rights.
• Basic numeral/alphabetical filing.
• Ability to communicate effectively both verbally and in writing with clients and individuals at all levels within the organization
• Good organizational skills.
• Ability to work with limited direct supervision.
• Ability to comply with Valleys and Division departmental safety procedures.
• Ability to read, speak, understand and write the English language.

• Previous reception or scheduling experience.
• Previous phone operator experience
• Previous experience with all Microsoft products.
• Previous experience working in a healthcare office.
• Previous experience with medical assisting procedures