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 (MCOT). The role operates in a busy, changing environment and requires accuracy, attention to detail, initiative, and a proactive approach when working with individuals receiving services, clinical staff, and coworkers. The CSR is expected to demonstrate a positive attitude, excellent customer service, independent judgment, and professional ethics, appearance, and conduct. Interactions with individuals receiving services and LifePath staff must be person-centered and trauma-informed. The CSR answers and screens the MCOT red line and Avail hotline, takes and routes messages and information, creates and processes inquiries in SmartCare, and helps the Crisis Team monitor the safety of individuals waiting for placement. The position also supports office operations by updating medical records, greeting and checking in individuals, scheduling appointments, completing supply requests and orders, and performing other general office duties. The role works with community partners to ensure calls are answered and triaged appropriately; maintains accurate MCOT call and hospital logs; assists with the Inpatient Care Waitlist; communicates youth crisis assessments and medical provider forms; and works with the fidelity manager to review MCOT consults, incomplete notes, follow-up calls, and reports. The CSR may assist with community calls and transports alongside an MCOT assessor, helps with monthly data reporting, and completes required training by its deadline. Other duties may be assigned to meet department needs. Reasonable schedule flexibility is required, including occasional day, evening, or weekend hours when 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.
Three years of experience working in a medical office, agency, or hospital is preferred, including knowledge of scheduling, insurance verification, billing, and collections.
Bilingual ability is preferred.

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 transfer calls to the appropriate person or department.
Answer calls received from the Avail hotline and email information to the Crisis Team.
Create inquiries in SmartCare and process them daily.
Help Crisis Team members with safety monitoring while individuals are waiting for placement.
Update information in medical records.
Greet individuals in the lobby, check them in for appointments, and schedule appointments.
Perform general office duties as needed, including completing supply requests and ordering supplies.
Work with community partners to ensure calls are answered promptly and triaged correctly.
Maintain accurate MCOT call logs and hospital logs.
Assist with maintaining the Inpatient Care Waitlist.
Communicate youth crisis assessments and medical provider forms in a timely manner.
Work with the fidelity manager for crisis services to check MCOT consults, incomplete notes, and follow-up calls, and report findings.
May assist with community calls and transports alongside the MCOT assessor when needed.
Help with monthly data reporting.
Complete all required training by the deadline.
Perform other duties as assigned to meet department needs.
Work outside the typical schedule, including occasional day, evening, or weekend hours, when necessary to complete assignments or meet with individuals, families, or stakeholders.