Job: Customer Service Representative

CUSTOMER SERVICE REP
BILINGUAL (SPANISH/ENGLISH)

Primary Functions:
Will work in a collaborative team environment to ensure smooth administration of daily clinical operations of a behavioral health system.

Supervision Received:
Reports to the Call Center Office Manager. Works collaboratively with Network agency Intake Coordinator, Clinical Program Directors and case management staff.

Duties and Responsibilities:
· Greets clients and customer relations.
· Performs general clerical duties for the clinic as requested/assigned.
· Schedules/reschedules initial intake appointments as requested. Maintains clinic computerized central consumer registration function.
· Handles and screens incoming calls.
· Completes CMHC registrations on potential enrollments, verifies eligibility, AHCCCS status, demographic info, service requests and no prior agency/new assignments.
· Keeps current filing maintenance and chart maintenance.
· Makes requested client contact calls for customer service follow-up and complaint resolution.
· Initiates projects and creates forms to meet the needs of a changing environment, requiring the ability to work independently, prioritizes tasks, and field multiple tasks in an efficient manner.
· Establishes, updates and otherwise maintains all program client data bases.
· Other duties as assigned.

Knowledge and Ability:
Strong front office skills, computer, phones, billing, and central scheduling. Requires good organizational skills, ability to use multiple line telephone system, demonstrate patience and obtain accurate information. Must possess good clerical aptitude and knowledge of business. Knowledge of basic billings, enrollment and data entry. Ability to deal effectively with all levels of personnel on a daily basis. Discretion and good judgment are required. Requires knowledge of data in/out put operations, dbase, Excel, and Word preferred. BILINGUAL(SPANISH/ENGLISH) PREFERRED.

Education and Experience:
High school diploma or G.E.D. required plus two years experience, preferably in a clinical setting. (Related college course work may substitute for work experience.)