Customer Service Specialist

Saginaw County Community Mental Health Authority•Saginaw, MI

7h•$18 - $21•Onsite

About The Position

Under the general supervision of the Supervisor of Customer Service and Recipient Rights, serves a primary customer service contact for Saginaw County Community Mental Health Authority (SCCMHA), answering and screening the telephone calls, receiving consumers/visitors and provides direction to all mental health activities, utilizing thorough knowledge of operations and services of agency and other community services. This position shares responsibilities with the Customer Service Advocate and the CS-ORR Administrative Coordinator in the customer service switchboard area and customer service greeting area. This position will be knowledgeable about and actively support culturally competent recovery based practices; person centered planning as a shared decision making process with the individual, who defines his/her life goals and is assisted in developing a unique path toward those goals; and a trauma informed culture of safety to aid consumer in the recovery process.

Requirements

High School diploma or equivalent with courses in general business, typing, bookkeeping, office practices, and computers.
Three (3) years experience as a secretary, working in social work field, healthcare area, or in a related field, and use of multi-line phone system (minimum 5 external lines and 10 internal extensions). This minimum requirement may be waived at SCCMHA discretion based upon the candidates overall job experience.
Valid Michigan Driver’s license with a good driving record.
Ability to serve the public in a pleasant courteous manner, to communicate with individuals effectively and deal with irate individuals.
Ability to use tact and diplomacy and understand individuals from all social, economic, and cultural backgrounds.
Overall knowledge of the continuum of services provided by SCCMHA.
Ability to plan and organize work, and provide small group leadership.
Effective oral and written communication skills.
Ability to organize and maintain data and information.
Problem solving and mediation abilities.
Ability to maintain favorable public relations and provide community leadership.
Ability to exercise independent and mature judgment.
Ability to maintain strict confidentiality.
The candidate must possess knowledge of typing, computers, spelling, excellent grammar skills, and office practices.
Knowledge of the latest version of the Microsoft Office Suite, demonstrating working knowledge of Microsoft Word, Microsoft Excel, Microsoft Access and Microsoft Outlook.
Hearing acuity to converse in person and on telephone.
Visual acuity to observe consumers behavior, read and proofread documents and use EHR and other electronic devices.
Ability to walk, stand, or sit for extended periods of time.
Able to operate standard office equipment (PC, Keyboard, Copy Machine, Fax Machine, etc.)
Ability to regularly lift and carry files and supplies at least 20 pounds. Ability to reach, bend, or stoop to manage charts or supplies up to 20 pounds, must also have the ability to push or pull large records cart.
Strong interpersonal skills to interact with leadership, employees, consumers and the general public.
Mental capacity to think independently, follow instruction and use judgment.
Ability to plan short and long range and to manage and schedule time.
Ability to handle stress in meeting deadlines and dealing with large numbers of employees and/or consumers.

Responsibilities

Serves as primary customer service contact to Saginaw County Community Mental Health Authority. Answers and directs all incoming and inter-agency calls to appropriate departments/employees promptly and in a courteous, professional manner.
Provides information and direction to all consumers, visitors, and general public in a prompt, courteous and professional manner at all times.
Provides coverage of the Customer Services greeting area as needed to assure visitors are greeted when they enter the building and ensures visitors sign in and are given the appropriate Visitor Badge before leaving the main entrance of the 500 Hancock building. Will check-in recipients for appointments via Sentri and notify staff of their arrival by SCCMHA instant messaging system.
Ensure employee temporary badges are logged and retrieved at the end of the business day.
Ensure Contractor and Auditor badges are logged and retrieved at the end of the business day.
Orders the educational/information brochures needed to keep information in stock and distributes informational brochures for both consumers and family members. This could include replenishing posters and suggestion box reply forms.
Maintains basic office supplies, program and department forms, stationary, and adequate supplies for the copy machine, facsimile machine and printers.
Oversees the maintenance of the office equipment (copiers, facsimile and central printers) and troubleshoots problems with operation and maintains the proper maintenance schedule for office equipment.
Checks agency voicemails and transfers to the appropriate SCCMHA staff.
Process postal mail, inter-office mail, receive/send packages and coordinate with departments regarding deliveries.
Ability to perform scheduling tasks including but not limited to meeting rooms, cars, projector, and display board.
Entry of data in database, number of visits in the 500 Hancock building, Suggestion Box information, and tracking of telephone calls.
Maintain client confidentiality at all time.
Be familiar with Recipient Rights and conduct job performance to comply with SCCMHA Recipient Rights policies.
Will assist consumers and/or their families in filling out Recipient Rights Complaints, Appeals or Grievance forms, or assisting in general Customer Service questions. After assisting with filling out forms for complaints, appeals, or grievances, the information is forwarded to the appropriate person for completion of the investigation or review.
Utilizes Case Managers and/or Program Supervisors for guidance and resolution of issues, in the event a situation with a particular consumer occurs that needs clarification.
Utilizes Supervisor for guidance and resolution of issues, in the event a problematic situation with a particular visitor occurs.
Knowledge of SCCMHA offices, department heads, specific services available and locations of other community service agencies.
Process all taxi cab vouchers and keep updated records of all usage for billing purposes.
Ensures that enough orientation packets are prepared to be given to new consumers as they come to SCCMHA for orientation.
Attends required training and in-services as scheduled by the Director of Customer Services/Recipient Rights Office.
Assist in any LEP or interpreter request for the agency.
Assist consumers in coordinating transportation to and from appointments.
Assists consumers in navigating the Community Mental Health System, including service array, consumer rights, and the appeals and grievance procedures.
Performs secretarial duties for the function of maintaining an effective Recipient Rights Office.
Provides good customer service and support by working in all designated SCCMHA locations based on the needs determined by department supervisor.
Performs other duties as assigned by the Supervisor of Customer Services/Recipient Rights Office or the Chief Executive Officer.
Adheres to the mission, vision, core values and operating principles of SCCMHA at all times.
CEHR (Community Electronic Health Record) marketing with consumers served.