Customer Service and Benefits Specialist

Knoxville, TN, USA|Onsite

Job Overview

Employment Type

Full-time

Hourly

Compensation

Hourly

Exact $16.61

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee assistance program

Training and development programs

Paid holidays

Job Description

Helen Ross McNabb Center is a prominent nonprofit organization committed to providing mental health, developmental disability, and substance abuse services across East Tennessee. With a rich history and a mission focused on improving the quality of life for individuals and families, the McNabb Center offers diverse programs that emphasize comprehensive care, community support, and empowerment. The organization employs caring professionals in a team-oriented environment dedicated to delivering compassionate, client-centered services while maintaining high standards of integrity and respect. Located in Knoxville, TN, the Center operates outpatient clinical settings designed to foster recovery and growth in a supportive atmosphere.

The Customer Service and Benefits Specialist role at the Helen Ross McNabb Center is an integral position within the outpatient clinics. This full-time, Monday through Friday position from 8:00 am to 5:00 pm involves direct interaction with clients and visitors, assisting them with benefits enrollment, application processes, and eligibility verification, particularly for programs like the National Health Service Corps (NHSC). Starting at approximately $16.61 per hour, this role blends administrative duties with front-office responsibilities to ensure efficient clinic operations.

This position requires a highly organized and empathetic individual with excellent communication skills, both written and verbal, who can manage multiple tasks in a fast-paced environment. The Customer Service and Benefits Specialist is responsible for monitoring the front desk, answering and routing phone calls, scheduling appointments, handling mail and deliveries, and ensuring compliance with established security protocols. They assist clients in completing applications for services, verifying insurance eligibility, and maintaining accurate demographic records to support effective clinical workflow.

The role demands familiarity with technology and office equipment, including computers, phones, and fax machines, as well as proficiency in data entry, filing, and record-keeping. This position also requires collaboration with various team members such as Health Information Management (HIM) staff and Compliance Officers to ensure confidentiality and adherence to policies. In addition, the specialist handles cash payments, issues receipts, and coordinates timely submission of financial documents.

A commitment to professional development is expected, including participation in required training programs like the CARF self-directed Relias modules and Verbal Handle with Care (HWC) training. The Customer Service and Benefits Specialist must arrive punctually, contribute to meetings, and maintain a productive, error-free work record. This position is essential in providing exceptional customer service and supporting the McNabb Center's mission to make a meaningful difference in clients' lives while fostering a positive work environment where employees feel valued and supported.

Job Requirements

High school diploma or equivalent
prior administrative or clerical experience preferred
experience working with computers and technology
excellent customer service skills
excellent time management and communication skills both written and verbal
ability to multitask in a fast paced environment
willingness to learn and implement policy and procedures
able to work well within a team and independently

Job Qualifications

High school diploma or equivalent
prior administrative or clerical experience preferred
experience working with computers and technology
highly organized and able to multitask in a fast paced environment
excellent customer service skills
excellent time management and communication skills both written and verbal
knowledge of client needs and clinical workflow
maintaining most recent insurance eligibility information
willingness to learn and implement policy and procedures
able to work well within a team and independently

Job Duties

Assists client in completing NHSC application
monitors front desk and complies with all security procedures
answers, screens, and directs phone calls to staff
takes messages and schedules/cancels appointments accordingly
receives mail, documents, packages, and courier deliveries and distributes items
performs administrative and clerical support tasks
performs basic filing and record keeping
greets clients, visitors, and guests
determines the purpose of each person's visit and directs or escorts to appropriate location
ensures each client is eligible for the services they are receiving at time of service
checks daily intake sheets for missing insurance cards and notifies staff
works with HIM staff to insure proper training on release of information policies
creates medical record number for clients including the phone number
completes data entry of demographic information
receives cash payments and writes receipts
turns in cash and copy of receipt to financial services staff within 2 business days
works knowledge of the scheduler for checking in and out clients
checks online with state website to ensure clients are covered
sets up each intake in Centricity and makes a file folder with intake packet
keeps clients medical record up to date with demographic information
responds to emails and voicemails within 1 business day
assists in daily work duties when Admission Specialist is absent
submits timesheet and paperwork accordingly
keeps productivity to at least 95% accurate without errors
attends scheduled meetings
completes CARF required self-directed Relias Training Modules annually
ensures orderly, efficient front office operations
arrives to work at scheduled time without tardiness
ensures the clinic is opened and closed at designated times