CUSTOMER SUPPORT REPRESENTATIVE
About The Position
The Customer Support Representative (CSR) is a multi-function position and often the first point of contact for Citizen Advocates clients. The CSR greets clients professionally and courteously and supports clinic operations, particularly front-window check-in and check-out and related customer support activities. The role is based at 650 State Watertown in Watertown, New York, and may involve variable hours and occasional to frequent travel depending on need. The CSR performs client intake and data-entry tasks, collects and records payments, schedules follow-up appointments, monitors the waiting room, and handles incoming calls and messages. The position also supports clinicians and clinic administration by maintaining paperwork and supplies, processing work orders, scanning documents, preparing deposits, and helping fill schedule openings. The CSR must follow confidentiality requirements and agency policies, complete required training, and maintain cooperative working relationships with staff. Duties may change with or without notice.
Requirements
- High school diploma or equivalent.
- Ability to maintain confidentiality and follow federal and state confidentiality laws, including HIPAA and CFR42.
- The posting lists confidentiality, crisis management, customer/client focus, problem-solving and analysis, time management, communication proficiency, teamwork orientation, and technical capacity as competencies.
Nice To Haves
- Experience working with mental health or substance use populations is preferred.
Responsibilities
- Conduct intake activities for clients presenting at the window, verify and update information as applicable, and follow intake procedures.
- Refer clients to the insurance CSR when appropriate.
- Enter client data into Netsmart immediately and accurately.
- Collect applicable copays and outstanding balances according to agency policies and fee schedules, and record amounts on the deposit tracking sheet.
- Open new screenings in Netsmart for new clients.
- Indicate client arrival on HER.
- Observe the waiting room for safety and environmental concerns.
- Schedule follow-up appointments in accordance with clinician recommendations, ensuring clients are not scheduled for more appointments in advance than recommended.
- Replenish new-client paperwork packets.
- Process clinician work-order requests when applicable.
- Follow federal and state confidentiality laws, including HIPAA and CFR42.
- Keep equipment clean and the work area uncluttered, safe, functional, and effective.
- Triage incoming calls promptly, assess whether they are crisis or standard calls, transfer calls to the appropriate department, or assist callers with needs such as scheduling and intake.
- Review schedules to backfill openings and work the therapist need-sooner list.
- Complete required Relias training to perform CSR duties.
- Develop and maintain constructive, cooperative working relationships with CABHS staff.
- At the end of shifts, transfer phones to the answering service for the Malone/Saranac Lake clinic and provide accurate information to the call center when applicable.
- Prepare the daily deposit.
- Scan and attach documents in Netsmart.
- Assist with other customer support duties as needed or directed by the supervisor.
- Respond to messages from the answering service.
- Comply with CABHS policies and procedures.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
