Reporting to the Director (or designate), the incumbent is the administrator of the client intake process. The Customer Service Representative (CSR) receives new referrals to the program, ensures that the client is registered and that necessary funding arrangements are made; frequently negotiates with funding agencies for approval. Receives payment from the patient/agency, maintains an accounts payable system for service billings and reconciles same. As the initial contact with all outside agencies, the CSR must be fully knowledgeable about all aspects of the assessment and treatment programs, and is critical in marketing the strengths of the program to potential clients. The incumbent is responsible for developing and maintaining strong relationships with funding bodies. The CSR is authorized to make service commitments on behalf of the program, particularly related to turn-around times and customization of existing programs. Coordinates the schedules of 20 clinical staff.

Experience

• Minimum three years’ experience in a customer service role.
• Previous bookkeeping/accounting experience and familiarity with computerized billing systems, including spreadsheets and databases required.

Education (Degree/Diploma/Certificate)

• Complete high school education, Manitoba standards, required.
• Successful completion of a computerized bookkeeping/accounting certificate program required.
• An equivalent combination of education and experience may be considered.

Certification/Licensure/Registration

Not Applicable

Qualifications and Skills

• Typing 40 wpm required.
• Demonstrated proficiency in Microsoft Office (Word, Excel & Outlook) required.
• Medical terminology preferred.
• Excellent command of the English language (both oral and written).
• Preference will be given to those applicants competent in an Indigenous language and/or knowledge in Indigenous customs, traditions and values.
• Must have negotiating, problem-solving, organizational skills and the ability to handle confidential information.
• Strong customer service skills and the ability to effectively communicate with clinical, management and administrative staff.
• Ability to establish and maintain excellent interpersonal relationships and work in a complex team environment.
• Ability to prioritize and complete assignments with a minimum of supervision.
• Willingness to adapt to new concepts, techniques, work processes and technological changes.

Physical Requirements

• Must be able to work in a fast-paced environment with frequent interruptions and constant use of the telephone.