Client Representative

THE CRISIS CENTER OF TAMPA BAY INC•Tampa, FL

7d•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.
Ensure that clients are screened for victim responses, scheduled for assessment, and assistance with compensation when necessary.
Participate 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.
Complete 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.
Screen intake calls for lethality (suicidal and homicidal ideation) and inform Supervisor or Clinical Manager as required.
As a Mandatory Reporter, assess child abuse or neglect situations needing to be called to the statewide hotline.
Assist other staff and volunteers with phone intakes/front desk tasks as needed.
Print daily schedules for the front desk.
Set up new client paperwork for initial appointments
Explain the new client paperwork to clients attending their initial appointment.
Collect client payments and register payments in database.
Ensure that payments collected from clients correspond with the daily ledger.
Help maintain client database by ensuring accuracy of all information.
Document communication with clients into the database.
Assist in gathering data for necessary reports.
Ensure completeness and accuracy of data entry and collection as assigned.
Complete and submit data reports as assigned.
Participate in maintenance of client files, ensuring confidentiality of information, maintaining the proper completion and security of client records.
Provide clerical assistance to therapists as needed.
Perform such other duties as may be assigned by supervisor.
Maintain organization and cleanliness of playroom as needed.
Obtain insurance verification or determine payment options and schedule within 24 hours of getting all information.
Assist new clients with determining Victim’s Compensation Eligibility by referring to an advocate.
Provide information and referral to clients when needed and complete telephone follow-ups within 24 hours.
Ensure that all Reminder Calls are completed daily during the required timeframe.
Call clients who fail to show up for initial appointments.
Assist in gathering data for necessary reports.
Assist in gathering data to accurately complete and submit assigned reports on monthly and/or quarterly basis.
Compose and provide correspondence, memoranda, and reports, as needed.
Establish and develop relationships with referral sources.
Know and comply with policies and procedures of the agency.
Perform such other duties as may be assigned by supervisor.