Customer Care Associate
MAHEC
Customer Care Associate
MAHEC
Healthcare education, training, and patient care
JOB SUMMARY:
The Customer Care Associate will serve patients byassistingwith check-in and check-out responsibilities and appointment scheduling while providingan excellentpatient experience.
SPECIFIC RESPONSIBILITIES:
Check-in patients via phone or live
Updatepatientsdemographic and insurance information
Verify insurance as needed
Collect payments and reconcile cash drawers as assigned
Refer patients to financial advocates as needed
Prepare and provideappropriate patientpaperwork
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,checksvoicemails, monitors phone volume
Collects and distributes mail
Scan and fax documents
Monitorsappropriate electronichealth record inbox and provides follow-up
Participatesin orientation ofnew 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:
Communication Skills
Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriatelyenumerateinformation in a manner easily understood by all parties. We dothistofoster a culture of understanding between all parties, especially in complex anddifficult situations, toultimately providethe best care possibletoour patients and their families.
Decision Making
Ability to make the mostappropriate decisionin a givensituation and thentakingthe next steps to ensureappropriateandtimelycompletion. This requires conflict resolution skills, critical thinking skills, confidencein your ability to make the right decision in most situations. This also includesabilityto prioritize your workday appropriately to ensure the most important tasks are completed on time.
HealthCare Knowledge
Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate. This also includes keeping up with your licensure and yearly training requirements within yourareaexpertisealong with MAHEC’sorganizational training. Finally, the ability to apply the depth of knowledgemaintainedand gained through this process in real life scenarios asappropriate.
Interpersonal Skills
Showing the ability to meetdifficult situationswith grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even whenitsmost difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.
Organizational Values
Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures andequitablepractices,abilityto manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to dothebest for each other and gives personal ownership towards the goal of helping people in their time of need.
Problem Solving
Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come toan appropriate resolutionfor a given issue. This helps to drive continuous improvement by thinkingthroughwhere we can improve in a novel way. Measures success by understanding where we are currently and where we want to go and then applying thosenew ideasto affect positive change.
SPECIFIED SKILLS
COMPUTER
FOREIGN LANGUAGE
Ability to speak Spanish strongly preferred
OTHER
Knowledge of medical office functions including business officework flows
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, orcomparable combined education and/or experience required.
PREFERRED QUALIFICATIONS:
Previousexperience in a medical office/clinical environment preferred.
SCHEDULE:
COMPENSATION:
$20/63/hour + MAHEC Total Rewards Package
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 qualifying employer for the Public Service Loan Forgiveness (PSLF) Program. Employees who meet federal requirements may be eligible to have remaining student loan balances forgiven after 10 years of qualifying payments while working full-time at MAHEC.
MAHEC does not provide employment-based US visa sponsorship, now or in the future. All new employees must provide valid, original I-9 documents on their first day of work.
All MAHEC employees and learners will be required to receive the Flu vaccine or have an approved exemption.
MAHEC Talent Management is located at 121 Hendersonville Road, Asheville, NC 28803. Equal Opportunity Employer.
If you are interested in this role, and you have related experience and qualifications, we encourage you to apply or reach out to [email protected] for support in your job search process. You could be the talent we are seeking for this or other opportunities
MAHEC provides patient care, education, research, and workforce development in Western North Carolina, and serves as a branch campus for UNC schools of medicine, dentistry, pharmacy, and public health, including the UNC Health Sciences at MAHEC and UNC Gillings MPH programs. It delivers clinical services at multiple sites (Family Health, Ob/Gyn, Dental Health, and Community Pharmacies) and runs education pipelines from high school through residency, rural fellowships, and continuing medical education. It distinguishes itself as North Carolina’s largest Area Health Education Center, hosting the region’s only high‑risk obstetrics practice and a Federally Qualified Health Center Look‑Alike to support safety-net care, while integrating clinical care with education and research. Its goal is to grow and strengthen the health workforce to address regional health needs and improve health outcomes across a 16‑county area.
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