Customer Service Agent: Triage Center

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JOB TITLE: Customer Service Agent

EMPLOYMENT TYPE: Full-Time; 40 hours/week

SCHEDULED HOURS: Monday-Friday 8:00AM-4:30PM; some evening shifts required 11:00AM-8:00PM

PROGRAM/LOCATION: Triage Center, Manchester, CT

PC : 2401

ABOUT THE PROGRAM: Triage Center

Responds to statewide requests for CHR services. Provides screening & triage to multiple levels of care. Refers individuals and/or families to the appropriate level of care in or out of our service system. Crisis triage to 911/emergency services and/or MCRT & EMPS (via 211) as needed. Triage Center is staffed by a team of call center agents, care coordinators, and a manager.

ABOUT THE POSITION: Customer Service Agent

Duties and Responsibilities

• Consistently provide genuine, friendly, personable and professional service.
• Responsible for appointment scheduling and intake service coordination.
• Establish rapport and working relationships with clients and clinical staff in order to enhance the overall engagement experience for clients.
• Handle a high call volume in a fast-paced contact center environment.
• Provide education to clients about available CHR resources to assist them in accessing treatment, i.e., transportation alternatives and schedules of providers.
• Coordinate, network and schedule hospital, urgent care, and appropriate internal/external programs within agency guidelines.
• With training, demonstrates knowledge of services and resources at CHR to direct the caller to relevant provider or program.
• Goes above and beyond by advocating for every customer concern and request.
• Assist staff in promoting a recovery oriented treatment environment.
• Participates in staff meetings, supervision, trainings and other meetings as assigned.
• May perform other assignments and duties as program and agency needs require.
• Additional duties as required.

QUALIFICATIONS:

Education: High School Diploma or equivalent required, Bachelor's Degree preferred.

Experience: Minimum of 5 years of experience in a customer service oriented role required. Intermediate to advanced typing and technical aptitude required. 2-5 years of experience working in a call center environment preferred. Prior experience working in a medical office or in social services preferred. Bilingual preferred.

Why Join CHR?

Award-Winning Workplace:

• Proudly recognized as a Top Workplace for 11 consecutive years.

Generous Time Off:

• Enjoy ample paid time off, including a special day off for your birthday.

Retirement Savings:

• Benefit from contributions to your 403b Retirement Plan.

Comprehensive Insurance:

• Competitive premiums with added discounts on pet, auto, and home insurance.

Education & Tuition Support:

• Tuition reimbursement and professional development programs.
• Student loan repayment assistance (Public Service Loan Forgiveness, Nurse Corps, NHSC/HRSA at select sites).
• Exclusive tuition discounts for CHR employees at several local colleges/universities.

Career Development:

• FREE robust training curriculum, featuring our brand-new Clinical Training Series for interactive learning, practical skill enhancement, and professional growth.
• Clinical supervision and/or mentoring available at many programs.
• Internal career fairs: connect with recruiters to discuss your career aspirations and the various opportunities available within our over 80 programs statewide.

Wellness Program:

• Annual wellness stipend.
• FREE 24/7 confidential counseling sessions and a FREE premium subscription to the Calm app, for employees and their families.
• Fun activities like virtual bring-your-pet-to-work lunches, weekly yoga, coloring contests, employee appreciation events, and more.

Employee Involvement:

• Participate in leadership luncheons with our CEO and various agency committees.

Stay Informed:

• Weekly video updates from our CEO and monthly newsletters to keep you in the loop.

And So Much More:

• Many benefits are available to all staff, regardless of the hours worked, with some subject to eligibility.

Join us at CHR and be part of an exciting, supportive, and dynamic workplace where your growth and well-being are our top priorities.

COMPENSATION :

$18.00/hour minimum and up commensurate upon experience.

Actual rates are determined at the time of offer and are based off of relevant experience, as well as adherence to our internal equity policy. Many of our positions offer program/location differentials and/or sign-on incentives. (Please note, for part-time positions this range would be pro-rated based on hours worked)

CHR is an equal opportunity employer, and we encourage all to apply.

Take the first step to a meaningful career and apply to CHR today.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.