Client Representative

Crisis Center of Tampa Bay•Brandon, FL

1d•Onsite

About The Position

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Client Service Representative-Intake Specialist’s primary responsibility is to oversee the daily office staff functions. This position reports to the Client Representative Supervisor and Manager of Clinical Services in CCTB’s counseling department.

Requirements

Two years of customer service experience.
Minimum typing speed of 30 wpm.
Exhibit proficiency in Windows based programs.
Complete ACT Service Training as required by FCASV within the first two weeks of employment.
Ability to communicate, train and provide direction to staff, volunteers, and co-workers.
Knowledge of office procedures and practices.
Knowledge and compliance with policies and procedures of the agency.
Understanding of various methods of data collections and the importance of accurate data collection.
Knowledge of the principles and techniques of verbal and written communication.
Knowledge of basic office equipment.
Knowledge of and compliance with HIPAA regulations.
Sensitivity to needs of clients, especially mental health issues and victim needs.
Ability to prepare correspondence and reports neatly and accurately.
Ability to perform basic arithmetic calculations.
Ability to understand and apply policies and procedures.
Ability to complete work independently, accurately, and completely.
Ability to communicate effectively both verbally and in writing.
Ability to establish and maintain effective working relationships with others.
Skill in operation of a variety of computer software applications, including Word, Access, Excel, and various database programs.

Nice To Haves

Bilingual (Spanish and English) highly preferred to meet the diverse needs of the community.
Degree or pursuing a Bachelor’s Degree in Social Services related field of study.

Responsibilities

Oversees daily office staff functions – answering phones, client paperwork, collecting payments and client scheduling.
Ensures that clients are screened for victim responses, scheduled for assessment, and assistance with compensation when necessary.
Participates in the performance quality improvement (PQI) process and uses data to improve services and outcomes.
Responsible for opening and/or closing front office as assigned.
Completes telephone intakes to assess for services at the Corbett Trauma Center or refer to outside agencies as needed.
Responsible for gathering needed information and the scheduling of new clients for services within the required timeframe.
Responsible for canceling or re-scheduling client appointments when needed and notifying all appropriate parties.
Screens intake calls for lethality (suicidal and homicidal ideation) and inform Supervisor or Clinical Manager as required.
As a Mandatory Reporter, assesses child abuse or neglect situations needing to be called to the statewide hotline.
Assists other staff and volunteers with phone intakes/front desk tasks as needed.
Prints daily schedules for the front desk.
Sets up new client paperwork for initial appointments.
Explains the new client paperwork to clients attending their initial appointment.
Collects client payments and registers payments in database.
Ensures that payments collected from clients correspond with the daily ledger.
Helps maintain client database by ensuring accuracy of all information.
Documents communication with clients into the database.
Assists in gathering data for necessary reports.
Ensures completeness and accuracy of data entry and collection as assigned.
Completes and submits data reports as assigned.
Participates in maintenance of client files, ensuring confidentiality of information, maintaining the proper completion and security of client records.
Provides clerical assistance to therapists as needed.
Performs such other duties as may be assigned by supervisor.
Maintains organization and cleanliness of playroom as needed.
Obtains insurance verification or determines payment options and schedules within 24 hours of getting all information.
Assists new clients with determining Victim’s Compensation Eligibility by referring to an advocate.
Provides information and referral to clients when needed and completes telephone follow-ups within 24 hours.
Ensures that all Reminder Calls are completed daily during the required timeframe.
Calls clients who fail to show up for initial appointments.
Assists in gathering data for necessary reports.
Assists in gathering data to accurately complete and submit assigned reports on monthly and/or quarterly basis.
Composes and provides correspondence, memoranda, and reports, as needed.
Establishes and develops relationships with referral sources.
Knows and complies with policies and procedures of the agency.
Performs such other duties as may be assigned by supervisor.