Job Description

Job Location: Potomac Pavilion: 1290 S. Potomac St, Aurora, CO 80012 - Aurora, CO 80012
Position Type: Full Time: FTE 1Education
Level: High School
Salary Range: $18.87 - $28.25 Hourly

Aurora Mental Health & Recovery (AMHR) is seeking a full-time Client Service Representative (CSR) to support our new, state-of-the-art Potomac Pavilion—a groundbreaking, one-stop access point for immediate mental health and substance use care. Designed to eliminate long wait times and streamline crisis response for the community and first responders, the Potomac Pavilion ensures that individuals receive help and hope the moment they need it. As a CSR, you will be the welcoming face of this innovative center, providing essential front-desk support, managing daily operations, and delivering exceptional customer service with professionalism and compassion. The ideal candidate is highly organized, skilled at multitasking, comfortable engaging with diverse and underserved populations, and able to remain calm and courteous in fast-paced situations. Experience with verbal de-escalation is preferred, and bilingual Spanish-speaking candidates are strongly encouraged to apply. If you thrive in dynamic environments and are passionate about client-centered care, we’d love to have you join our mission-driven team.
Schedule. This position is fully onsite/in-person. Available schedules include:
- Connect to Care 1: Monday - Friday 9:00 am - 6:00 pm
- Connect to Care 2: Monday - Friday 8:00 am - 5:00 pm
Salary for this role. Starting wage is based on experience and company equity. Paid bi-weekly.
- $18.87 - $28.25 per hour
Bilingual Language Differential Pay
- Employees who successfully pass a language assessment are eligible to receive bilingual differential pay. This differential is provided as a fixed amount of $6,000 per calendar year, paid on a bi-weekly basis across 26 pay periods, and prorated based on the hire date and full-time equivalency (FTE). Eligibility and payment are subject to the language requirements of the position and the employee’s demonstrated proficiency in the language.
Essential Functions:
- Welcome and greet all external and internal customers with dignity, respect, professionalism and superior customer service; timely answering of incoming calls, effectively responding and resolving concerns, or transferring the caller to the appropriate location for further assistance; assist clients face-to-face or by phone in scheduling, re-scheduling and cancelling appointments, complete paperwork and forms, and connect clients with other resources.
- Assist with all safety, building, and client emergencies as they arise, following the organization's protocols and location procedures.
- Check-in clients and collect copayments at the time or service; consistent and open communication with the Finance & Accounting team; complete end of day financial reports, including collection of credit card receipts, complete daily bank deposit slip and make sure the bank deposit is picked up daily; responsible for maintenance and reconciliation of program petty cash and supplying the necessary monetary change; obtain required documents and information from clients to complete insurance verification and EHR registrations, including collection of photo IDs and insurance cards to be scanned in EHR.
- Ensure client inquiries, registration forms, and other forms are accurately entered and completed in the EHR for clients to receive services (new and updates for existing clients).
- Maintain a clean and tidy reception area, report all office building maintenance requests, unlock and lock doors, disarm and arm alarms; sort incoming and distribute outgoing mail to the appropriate staff or program/department; responsible for the inventory of forms, client packets, office and equipment supplies and for making copies and ordering promptly as well as monitoring equipment to make sure it is operable for staff and requesting a service technician when needed.
- Staff member will monitor and coordinate care for assigned clients in partnership with the other members of the client's care team.
Requirements:
- High school diploma/GED
- Preferred: Associate's Degree
- One year of customer service related experience and/or training
- Preferred: Healthcare experience
- Ability to remain calm while interacting with staff and clients, especially individuals with a behavioral health diagnosis, who can be challenging in person or via phone.
- Ability to be flexible with the business needs of the agency, and adapt to a consistently ever changing fast-paced environment.
- Must have excellent interpersonal, organizational and communication skills, and be able to work with a diverse population.
- Ability to multi-task and prioritize responsibilities, be detailed oriented, and demonstrate efficient use of time.
- Excellent computer skills, with experience using programs within Microsoft Office, to include Word, Outlook, and Excel.
Required Vaccination and TB Test.
At AMHR the health and safety of our clients and staff are our top priorities. As part of this commitment, all employees are required to receive an annual influenza (flu) shot and present a negative TB test result before their first day of work. Proof of both the flu shot and negative TB test must be provided on your first day of employment. Medical and religious exemptions can be requested if necessary.
Benefits:
- Health insurance: Kaiser
- Dental, vision, and flexible spending accounts (dependent care & health care)
- Company paid basic life and AD&D insurance
- Long-term disability coverage*
- 403(b) retirement plan, which provides 100% vesting immediately, and matching contributions up to 4% after one year of employment
- Accrued Vacation pay up to 12 days and accrued Sick Pay up to 12 days per year, and 2 floating holidays (hours calculated pro-rata basis based on full-time equivalency)
- Holidays: The company observes 11 designated holidays each year. Exception: Employees working in 24/7 programs or facilities are scheduled to work their regular shifts if the holiday falls on their scheduled workday. In these cases, employees will receive their regular pay for hours worked plus holiday pay.
- Employee Assistance Program
- Voluntary term life insurance
- Short-term disability*
*Eligible for benefit if working 30 hours per week or more
Our Mission, Vision and Core Values.
Mission: Deeply rooted in our diverse community, we deliver state-of-the-art care and meaningful outcomes that impact emotional well-being and addiction recovery.
Vision: To foster hope and healing through compassionate, quality care.
Core Values: Passionate caring; Rising to the challenge; Honoring and respecting all persons; Believing in resilience; Putting clients and community first; Commitment to collaboration and teamwork
We are an Equal Opportunity Employer.
Aurora Mental Health & Recovery and subsidiaries (AMHR) are dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, military status, genetic information, or any other status protected by applicable state or local law. We do not tolerate discrimination in any form or context including harassment or exclusion.
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