CUSTOMER SUPPORT REPRESENTATIVE

Citizen Advocates, Inc.•City of Watertown, NY

21h•Onsite

About The Position

The Customer Support Representative (CSR) is a multi-function position that serves as Citizen Advocates' first point of contact for clients. CSRs are responsible for greeting clients professionally, maintaining clinic operations, and handling all related customer support activities, with a focus on front window check-in/out procedures.

Requirements

High school diploma or equivalent.
Comply with all CABHS policies and procedures.

Nice To Haves

Work with mental health or substance use populations preferred.

Responsibilities

Conduct all intake activities for clients presenting at window, per intake procedures, always verifying and updating information as applicable.
Refer client to insurance CSR as appropriate.
Responsible for entering all data into Netsmart immediately and accurately.
Collect any co pay due for that day's service as well as any outstanding balances in accordance with agency policies and procedures for fee schedules and collection, logging this amount on the deposit tracking sheet.
Open new screenings in Netsmart for all new clients.
Responsible for indicating client arrival on HER.
General continuous observation of waiting room for safety and environment.
Schedule all follow up appointments in accordance with clinician recommendation, ensuring clients are receiving no more than recommended appointments in advance.
Refill the supply of new client paperwork packets.
Process clinician work order requests, if applicable.
Follow all federal and state confidentiality laws re: HIPAA and CFR42.
Maintain clean equipment and uncluttered, safe, functional and effective work area.
Triage all incoming calls immediately and evaluate if crisis or standard call. Transfer call when appropriate to correct department or begin the process of helping caller with need (such as scheduling/intake process etc.).
Assist with continual review of the schedule to back fill and work the therapist need sooner list.
Complete all training required (Relias website) to perform any CSR duties.
Develop and maintain constructive and cooperative working relationships with all CABHS staff.
Transfer phones at end of shift to answering service (Malone/Saranac Lake clinic) providing accurate information to call center each night, if applicable.
Prepare daily deposit.
Scanning and attaching documents into Netsmart.
Assist in all other customer support duties as needed or directed by supervisor.
Respond to messages with the answering service.