Job Description

The Client Services Representative serves as the first point of customer (“client”) contact, answering inbound phone calls, responding to e-mail correspondence, and providing information about services and processes while providing excellent customer service. The Client Services Representative triages client calls, makes quick and accurate decisions regarding client/caller needs. This position provides support and back up to Admissions Coordinators.

CORE RESPONSIBILITIES & ESSENTIAL JOB FUNCTIONS

• Receive inbound phone calls from current and potential customers.
• Take appropriate action for each call or transfer to the appropriate person/team.
• Engage in phone calls or be available to accept phone calls 65% of scheduled working time.
• Schedule appointments adhering to funder guidelines and state regulations.
• De-escalate situations and provide service recovery, using good judgement in escalating calls and directing to the appropriate personnel.
• Receive customer correspondence via e-mail requests and take appropriate action.
• Process cases and manage personal work queue.
• Place outbound phone calls for appointment follow up, documentation, and other customer communications.
• Ensure all customer contact is documented accurately and appropriately.
• Provide notification to Clinical Case Manager and/or other departments (Billing, Quality, etc.) regarding inquiries requiring follow up.
• Utilize standard templates for customer correspondence; advise manager of situations that require new templates or customized response.
• Work with manager to ensure all correspondence is professional and grammatically correct while using the appropriate communication method and system.
• Verify protected health information and authorization for services.
• Schedule initial appointments for new clients and enter all necessary client, contact and other necessary information into computer system.
• Participate in other activities that support the coordination of client referrals, authorizations, initial assessments, and placement.
• Follow current standard operating procedures.
• Must adhere to all federal, state, and local law and regulations as applicable, while safeguarding client protected health information (PHI).
• Ensure high level of customer service while maximizing productivity and meeting key performance indicators.
• Additional duties as assigned.

QUALIFICATIONS
Minimum Education, Experience & Training Equivalent to:

• 2+ years of experience in customer service call/contact center.

• Associate degree preferred.
• Health care industry experience preferred.

Knowledge & Skills

• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
• A commitment to the values of the organization while demonstrating good judgment, flexibility, patience
  and discretion when dealing with confidential and sensitive matters.
• Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
• Capacity to effectively multitask and manage day-to-day responsibilities.
• Personable; able to work comfortably with individuals at all levels within the organization.
• Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.
• Must be highly detail oriented.
• Strong interpersonal skills.

Physical Requirements:

• Must be able to communicate effectively within the work environment, read and write using the primary language with the workplace.
• Visual and auditory ability to work with clients, staff, and others in the workplace continuously.
• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
• Utilize computer and cell phone for effective communication.
• Ability to utilize virtual meetings software (Zoom, Teams, etc.).

CONDITIONS OF EMPLOYMENT

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
• Ability to obtain and maintain clearance through the Office of Inspector General.
• Must attend any required training.

Full time

$25.00 - $30.00 Per Hour

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.