CUSTOMER SUPPORT REPRESENTATIVE

Citizen Advocates, Inc.•City of Watertown, NY

2d•$18 - $18•Onsite

About The Position

The Customer Support Representative (CSR) is a multifunctional 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 may involve variable hours and occasional to frequent travel depending on need. Schedules may vary with company needs and workload, with as much notice as possible when changes occur.

Requirements

High school diploma or equivalent.
Ability to perform the listed customer support and clinic operations duties.
Required completion of training through the Relias website for CSR duties.

Nice To Haves

Experience working with mental health or substance use populations is preferred.

Responsibilities

Conduct intake activities for clients presenting at the window according to procedures, verifying and updating information as applicable.
Refer clients to the insurance CSR when appropriate.
Enter data into Netsmart immediately and accurately.
Collect copayments for the day's service and outstanding balances according to agency policies and fee schedules, and record collections on the deposit tracking sheet.
Open new screenings in Netsmart for new clients.
Indicate client arrivals on HER.
Observe the waiting room to help maintain safety and an appropriate environment.
Schedule follow-up appointments according to clinician recommendations, ensuring clients are not scheduled further 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, determine whether calls are crisis or standard, and transfer them to the appropriate department or assist callers with needs such as scheduling and intake.
Review schedules continually to backfill openings and address the therapist need-sooner list.
Complete required training through the Relias website to perform CSR duties.
Develop and maintain constructive, cooperative working relationships with CABHS staff.
At the end of a shift, transfer phones to the answering service for the Malone/Saranac Lake clinic, when applicable, and provide the call center with accurate information.
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.