Customer Service Representative

Customer Service Representative

POSITION TITLE: Customer Service Representative

DEPARTMENT: Counseling REPORTING UNIT: PSYM46 Psychiatric Medical

POSITION CONTROL : 137, 139, 140, 359, 457, 481, 520

WORKSITE LOCATION: Gulf Bend Regional Plaza, 6502 Nursery Drive, Suite 100, Victoria TX 77904

PAY GRADE: 8 EEOC CODE: Clerical FLSA STATUS: Non-Exempt

SHIFT: Fulltime and parttime during regular business hours of Monday thru Friday, 8:00am - 5:00pm, rotating schedule for clinics

REPORTS TO: Customer Service Lead

LEVEL OF SUPERVISION REQUIRED: General

JOB PURPOSE:

Responsible for registration process - referrals, initial phone calls, follow ups, delivering information regarding program eligibility, assistance in completing all necessary paperwork with customers, and other duties as required; assisting current customers with scheduling appointments with the appropriate provider; communicating with Gulf Bend Center staff regarding customer information and availability; and other related assignments as directed by the Customer Service Lead. Responsible for accurate documentation and detailed data entry into appropriate EHR; maintenance of provider schedule; delivery of quality and professional customer service to customers, referral sources, third party payers, providers and Gulf Bend Center staff; and providing leadership to registration team.

ESSENTIAL FUNCTIONS and DUTIES:

1. Welcoming to customers, visitors, and all staff.
2. Thorough understanding of Gulf Bend Center operations and menu of services and all applicable intake procedures.
3. Ability to explain menu of services and related paperwork (consents and customer handbooks).
4. Ensure customer information is up-to-date and accurate.
5. Ability to educate customers on insurance coverage and related information, balances due, and other financial information.
6. Ability to identify a crisis situation and facilitate an appropriate response.
7. Quickly, proactively and effectively communicate with registration team, business team and program staff to stay on top of registration process.
8. Maintain awareness of waitlist, capacity and requirements.
9. Collect payments when applicable.
10. Provide empathetic guidance, problem solving, support, and assistance to all customers and program staff.
11. Some travel to other locations could be necessary.
12. Must maintain regular and reliable attendance.
13. Complies with telework/remote agreement.
14. Uses the trauma informed care approach when providing services and working with others.
15. Understands the Three E's of trauma-informed care.
16. Understands the Four R's of trauma-informed care.
17. Understands the six key principles of trauma-informed care.

KNOWLEDGE, SKILLS, ABILITIES, and COMPETENCY:

General Competencies:

1. Ability to meet deadlines and goals.
2. Answering multi-line telephones in a professional and courteous manner.
3. Ability to work in a fast-paced environment and manage simultaneous tasks and timelines.
4. Detail-oriented.
5. Passionate about providing quality customer service.
6. Must communicate effectively both orally and written.
7. Must have computer experience including: Microsoft Word, Excel, and Outlook.
8. Exhibits cooperative teamwork and maintains calm and professional demeanor at all times.
9. Models professionalism by appropriate dress, language, ethics and work habits.

Trauma-informed:

A trauma-informed approach to care "realizes the widespread impact of trauma and understands potential paths for recovery; recognizes the signs and symptoms of trauma in clients, families, staff, and others involved in the system; and responds by fully integrating knowledge about trauma into policies, procedures, and practices, and seeks to actively resist re-traumatization." The six key principles of a trauma-informed approach include: safety; trustworthiness and transparency; peer support; collaboration and mutuality; empowerment, voice and choice; and cultural, historical and gender issues (Substance Abuse and Mental Health Services Administration 2014 ).

• The Three E's of Trauma: Events, Experiences, and Effects.
• The Four R's: Key Assumptions in a Trauma Informed Approach - Realization, Recognize, Respond, Resist Re-traumatization.

EQUIPMENT, TOOLS AND MATERIALS:

1. Computer, telephone, calculator, fax machine, and copy machine are used in performance of essential job duties.
2. Various forms of paperwork are handled in performance of essential job duties.

EDUCATION AND EXPERIENCE REQUIRED:

Required: High School Diploma or GED equivalent

Preferred: One-year experience working in a multispecialty group practice or healthcare system.

DEGREE AND/OR CERTIFICATION REQUIRED (IF APPLICABLE):

1. N/A

PHYSICAL REQUIREMENTS and ENVIRONMENTAL CHECKLIST: Check all abilities required to perform the essential and marginal tasks of this job.

Walking Operating office equipment

Standing Light lifting, under 15 lbs

Sitting Ability to see

Identify colors

Light carrying, under 15 lbs Hearing (with aid)

Straight pulling Ability to write

Ability to count Ability to read

Simple grasping Ability to tell time

Check all work site and environmental conditions that apply to this job.

Excessive noise/intermittent with moving parts and moving objects

Inside Working closely with others

Working alone

CRED/PRIV REQUIRED? No DRIVING REQUIRED: No

INTERPERSONAL RELATIONSHIPS:

1. Interacts with employees' contractors, customers, community, family members, referral sources, governmental sponsoring and funding entities, program auditors, advocacy groups, and the media.
2. 2. Ability to communicate effectively, both verbally and in writing.
3. 3. Work behavior must be compatible with Center value statement and Policies and Procedures contributing to an environment of problem solving, building trust, conflict resolution, and customer service. Ability to perform tasks effectively and efficiently.
4. 4. Ability to plan and schedule work and implement directives without constant supervision.
5. 5. Ability to present a professional appearance and conduct when representing the Center.
6. 6. Ability to work cooperatively and productively with supervisor, individuals, co-workers, and groups of persons at all levels of activity, contributing to a strong spirit of teamwork.
7. 7. Ability to establish and maintain effective working relationships with staff, other agencies and the general public using tact, courtesy and good judgment.

OTHER REQUIREMENTS OR CONDITIONS (specify):

1. Current State of Texas Driver License or if you live in another state, must be currently licensed in that state. Liability insurance required.
2. Must be insurable by Center's liability carrier if employee operates a Center vehicle or drives personal car on Center business.
3. Good driving record as defined by Gulf Bend Center.
4. Must complete all CORE training requirements prior to the due date.
5. Must have computer experience to include: Microsoft Word, Excel, and Outlook. Must have good organizational skills to achieve multiple deadlines. Ability to type 40 wpm.
6. Must maintain regular attendance and reliability which is critical to business operations. This is a fulltime position. Days and hours of work are Monday through Friday, 8:00am to 5:00pm or agreed upon hours 100% of the time, to ensure consistency and completeness of program's processes. Evening and weekend work may be required as job duties demand.

AAP/EEO STATEMENT

Gulf Bend Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state, or local laws.

This policy applied to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.