Customer Service Representative-Crisis

COLLIN COUNTY MENTAL HEALTH RETARDATION CENTER•McKinney, TX

12d•$17 - $21•Onsite

About The Position

The Crisis Center Customer Service Representative (CSR) works under the direction of the Program Administrator of Crisis Outreach Services and provides direct support to the Mobile Crisis Outreach Team. This role supports a busy, changing environment and requires accuracy, attention to detail, initiative, and a proactive approach. The CSR works with individuals receiving services, the clinical team, co-workers, and community partners, and is expected to demonstrate a positive attitude, excellent customer service, independent judgment, professional ethics, appearance, and conduct. Interactions are conducted in a person-centered, trauma-informed manner. The CSR answers and screens the MCOT red line and calls received from the Avail hotline, takes and routes messages, provides timely information, and emails hotline information to the Crisis Team. The CSR updates medical records, creates and processes Smartcare inquiries daily, greets and checks in individuals, schedules appointments, and performs general office duties. The role also maintains accurate MCOT call and hospital logs, helps maintain the Inpatient Care Waitlist, communicates youth crisis assessments and medical provider forms, and completes supply requests and ordering. The CSR works with the fidelity manager for crisis services to check MCOT consults, incomplete notes, and follow-up calls, and reports findings. The CSR may assist with community calls and transports alongside an MCOT assessor, helps with monthly data reporting, and supports Crisis Team members with safety monitoring while individuals await placement. Required trainings must be completed by their deadlines, and other duties may be assigned to meet department needs. Reasonable flexibility is required; employees may occasionally work outside their typical schedule, including day, evening, or weekend hours, as needed to complete assignments or meet with individuals, families, or stakeholders.

Requirements

High school diploma or General Education Degree (GED).
Knowledge and experience performing office duties.
Knowledge of computer programs such as Microsoft Word and Excel.
Professionalism and knowledge of customer service skills.
Knowledge of Medicaid, Medicare, and private insurance billing practices.

Nice To Haves

Three years of experience working in a medical office, agency, or hospital, with knowledge of scheduling, insurance verification, billing, and collections.
Bilingual ability.

Responsibilities

Answer and screen the MCOT red line promptly; take messages, provide timely information, and route calls to the appropriate person or department.
Answer calls from the Avail hotline and email the information to the Crisis Team.
Create inquiries in Smartcare and process them daily.
Update information in medical records.
Greet individuals in the lobby, check them in for appointments, and schedule appointments.
Perform general office duties as needed.
Work with community partners to ensure calls are promptly answered and correctly triaged.
Maintain accurate MCOT call and hospital logs.
Assist with maintaining the Inpatient Care Waitlist.
Communicate youth crisis assessments and medical provider forms in a timely manner.
Complete supply requests and ordering.
Work with the fidelity manager to check MCOT consults, incomplete notes, and follow-up calls, and report findings.
Assist with community calls and transports alongside an MCOT assessor when needed.
Help with monthly data reporting.
Support Crisis Team members with safety monitoring while individuals await placement.
Complete all required trainings by their deadlines.
Perform other duties as assigned to meet department needs.
Work outside the typical schedule when necessary to complete assignments or meet with individuals, families, or stakeholders.