Customer Support Specialist

Summary: Responsible for professionally greeting clients and ensuring an orderly and efficient check-in process. Responsible for acquiring financial and insurance information from client or guardian and performing data entry of information into electronic health records. Responsible for providing administrative support services to achieve the goals of Medical Services. Provides basic clerical support in the form of answering phone calls, rescheduling clients and directing visitors. Responsible for creating and maintaining telehealth connections between clients and providers.

Essential Duties and Responsibilities:

• Coordinates and schedules provider calendars across counties.
• Answers phones, emails and other forms of communication to schedule appointments for clients and assist in getting needs met.
• Communicates with outside agencies regarding the provision or scheduling of services, including requesting records to ensure continuity of care.
• Enters and updates electronic health records.
• Verifies client insurance prior to appointments and enters funding sources following company procedures as required.
• Collects payments from clients, provides proper receipts and secures the funds when needed.
• Provides administrative clerical support to Medical Services including assistance with maintaining active caseloads, sending correspondence about services and communicating related to the nursing ticket system.
• Greets individuals, determines the nature of their visit and notifies appropriate staff of their arrival.
• Maintains a level of attendance in accordance with the agency attendance policy.
• Complies with federal and state laws and company policies, procedures and regulations.

• Maintains training compliance as required by Westbrook Health Services.
• Demonstrates knowledge of and supports agency mission, vision and values, policies and procedures, and standards of conduct.
• Cross trains to provide back-up for vitals and centralized scheduling if required.

Qualification Requirements:

• Excellent attention to detail, working accurately and efficiently under time constraints in a fast-paced environment.
• Able to use basic office machines and computer systems including common office software and phones, faxes and scanners.
• Must be able to communicate clearly and accurately with a variety of individuals to convey and receive information effectively.
• Ability to work with staff, clients and family members in a professional, cooperative, ethical and respectful manner.
• Ability to work with a diverse group of people.

Education/Experience: High school diploma/GED prior computer/PC experience is preferred but not required. Must pass Criminal Investigation Background and DHHR Background Checks

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Mobility and ability to sit for long periods of time, use a standard computer keyboard and telephone are required functions. The ability to bend, reach and lift to 10 pounds are required for this position.

The professionals at Westbrook Health Services believe in promoting the well-being of individuals and families struggling with a wide range of challenges. Our staff meets the needs of over 7,000 people annually. Experienced and compassionate, we empower people to achieve wellness with the guidance of our knowledgeable and experienced staff.

Westbrook Health Services provides a comprehensive, low-cost benefits package to all full-time employees that includes medical, dental, vision, life, short and long-term disability, critical illness, accident, and pet insurance coverage options. Paid time-off, paid holidays, and paid training provide a healthy work life balance.

Westbrook provides Equal Employment Opportunity to all employees and applicants. Employment decisions are made based upon an individual’s skills and qualifications without regard to race, color, creed, religion, sex, age, national origin, citizenship, disability as defined in the law, veteran status, sexual orientation, pregnancy and related conditions, genetic information, gender identity or any status or characteristic protected under applicable federal, state, or local laws. Westbrook also prohibits unlawful discrimination based upon the perception of those characteristics or any association with a person who is perceived to have any of those characteristics. Discrimination based on any of these factors is totally inconsistent with our philosophy of doing business and will not be tolerated at any time.

Qualified individuals with bona fide disabilities, as the term “disability” is defined in the law, are entitled to reasonable accommodations in the application process and in their employment. Although Westbrook is responsible for providing reasonable accommodations, the responsibility for identifying whether accommodation is needed and what constitutes a reasonable accommodation is shared jointly by the employee and Westbrook.