Client Service Representative - Float (59275)

Aurora Mental Health & Recovery•Aurora, CO

12d•$19 - $28•Onsite

About The Position

Aurora Mental Health & Recovery (AMHR) is seeking full-time Client Service Representatives (CSRs) - Floats to provide essential administrative support and front desk coordination across multiple outpatient clinics and programs. These float positions are vital to ensuring seamless client experiences by filling gaps in CSR coverage and maintaining staffing schedules. Working closely with multidisciplinary teams, Float CSRs conduct behavioral healthcare screenings, assist with same-day access services, and deliver exceptional customer service to a diverse population ranging from children to older adults, including underserved communities. The ideal candidates excel in professionalism, organization, and multitasking, demonstrating calmness and courtesy in every interaction while upholding strict client confidentiality. Additional responsibilities include training new and existing CSR team members, resolving inquiries, and assisting with day-to-day clinic operations in a fast-paced environment. Proficiency with technology, strong verbal de-escalation skills, and bilingual Spanish-speaking abilities are highly valued in these impactful roles. Schedule. These float positions is fully Onsite/In-person. The schedule is Monday - Friday 8:00 am - 5:00 pm. This schedule may be adjusted based on training, program, client, and community needs.

Requirements

Bachelor’s degree – administration, education, mental health or related field.
Valid Colorado Driver's License with a driving record that meets organizational requirements.
Minimum of two years of customer service experience or work in a contact (call) center.
One to two years of training experience with individuals or groups.
Experience conducting or ability to conduct behavioral healthcare screenings.
Ability to independently solve complex calls and situations.
Ability to remain calm while interacting with staff and clients in person or via phone.
Flexibility to adapt to the agency’s evolving needs and a fast-paced environment.
Advanced computer skills, including proficiency in Microsoft Office programs such as Word, Outlook, and Excel.
Excellent interpersonal, organizational, and communication skills.
Ability to multi-task, prioritize responsibilities, and demonstrate efficient time management.
Ensure accuracy and high-quality work.
Required Vaccination and TB Test.

Nice To Haves

Healthcare experience.
Bilingual/Spanish (not required).

Responsibilities

Welcome and greet all external and internal customers with dignity, respect, professionalism, and superior customer service.
Answer incoming calls promptly, effectively resolve concerns, or transfer calls to the appropriate location for further assistance.
Assist clients in scheduling, rescheduling, and canceling appointments, ensuring paperwork and forms are completed accurately and on time.
Accurately perform and complete specialized Behavioral Health Care Screenings for new client services. Ask probing questions respectfully, assess crises non-judgmentally, respond empathetically, and provide necessary resources.
Manage the daily call-out calendar and schedule CSR Float coverage at various locations.
Float to agency locations as needed to ensure access to care service hours are maintained and best customer service practices are followed.
Train new and existing CSR/CHAT team members to ensure they have the most current tools, approaches, and skills. Adapt training to meet diverse learning styles and provide clear daily direction.
Maintain working knowledge of CSR agency functions and manage staff workflows, including checking in clients, collecting copayments at time of service, preparing end-ofday financial reports, and handling credit card receipts.
Identify challenges, suggest process improvements, and provide on-the-job training to CSR/CHAT team members.
Maintain a culturally sensitive, inclusive environment through communication and interactions.
Collaborate with Aurora Mental Health & Recovery teams on projects and reports as needed.
Ensure client inquiries, registration forms, and other documents are accurately entered and completed in the EHR.
Obtain required documents and information from clients to complete insurance verification and EHR registrations, including photo IDs and insurance cards.
Maintain a clean and tidy reception area.
Report office maintenance requests, unlock and lock doors, disarm and arm alarms, order office supplies, and monitor equipment, submitting service tickets as necessary.

Benefits

Health insurance: Kaiser
Dental, vision, and flexible spending accounts (dependent care & health care)
Company paid basic life and AD&D insurance
Long-term disability coverage
403(b) retirement plan which provides 100% vesting immediately, and matching contributions up to 4% after one year of employment
Accrued Vacation pay up to 12 days and accrued Sick Pay up to 12 days per year, plus 10 Paid Company Holidays, and 2 floating holidays (hours calculated pro-rata basis based on full-time equivalency)
Employee Assistance Program
Voluntary term life insurance
Short term disability
Eligible for benefit if working 30 hours per week or more