Bilingual Customer Service Agent 7151

CHR Career•Manchester, CT

5d•Onsite

About The Position

The Customer Service Agent will provide telephonic customer service to individuals calling into CHR, including clients who are experiencing mental illness, addictions and or serious emotional disorders. This role involves answering calls professionally, triaging client needs to determine the appropriate level of care, and responding to callers who may be in distress or agitated. The agent will coordinate referrals to internal CHR services or external providers, including crisis intervention and dispatching emergency services when necessary. Accurate documentation of call details in various platforms is essential for compliance. The position requires effective communication, interpersonal, and organizational skills, with the ability to multitask in a fast-paced environment and demonstrate excellent active listening. Collaboration with relevant parties is also a key aspect of the role.

Requirements

High School Diploma or equivalent required
Minimum of 5 years of experience in a customer service-oriented role required
Intermediate to advanced typing and technical aptitude required
Bilingual (Spanish speaking) required

Nice To Haves

Bachelor's degree preferred
2-5 years of experience working in a call center environment preferred
Prior experience working in a medical office or in social services preferred

Responsibilities

Answering all calls in a timely and professional manner.
Triaging client calls to determine the appropriate level of care via telephonic assessment both internally at CHR and externally with other providers.
Responding to callers who may be in distress, agitated, have challenges in communicating, or may need triaged for crisis intervention.
Coordinating referrals of clients to appropriate CHR services or external referrals as needed; includes crisis triage and interventions including dispatching emergency services and or mobile crisis response when appropriate.
Accurately and efficiently documents call details in a variety of platforms to maintain compliance standards.
Exhibiting effective communication, interpersonal and organizational skills in person and on the phone with the ability to multi-task within a fast-paced service environment.
Demonstrating excellent active listening skills and the ability to work independently and with a team.
Initiating contact with and consulting with relevant collaborative parties.
Consistently provide genuine, friendly, personable and professional service.
Responsible for appointment scheduling and intake service coordination.
Schedules clients with providers to help them access treatment in a timely fashion.
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.
Communicate with a wide range of individuals from various backgrounds.
With training, demonstrates knowledge of services and resources at CHR to direct the caller to relevant provider or program.
Stays abreast of all agency and clinic policies regarding access, no shows and scheduling.
Maintains documentation in compliance with agency and program standards.
Ability to meet key performance metrics.
Proactively resolve escalated customer issues.
Goes above and beyond by advocating for every customer concern and request.
Handle multiple responsibilities and balance customer priorities.
Assist clients with general questions and requests for information.
Provides excellent customer service to all clients and families.
Provides culturally & linguistically appropriate customer service to clients, client’s families and collaborative partners with available interpretation services.
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.