Customer Service Representative I

Frontier Behavioral Health's presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community. Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues. As a Trauma-Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist them in their journey. If you want to have a positive impact in the lives of others come join us!

WHY CHOOSE FRONTIER BEHAVIORAL HEALTH?

• At Frontier Behavioral Health, we value our employees and recognize the importance of EVERY employee's contribution to our mission.
• Our behavioral health services make a positive difference in the lives of those we serve and contribute to the health, safety, and quality of life for everyone in Spokane County.
• At FBH we have a variety of client services, including outpatient, inpatient, community outreach, crisis services, partnerships with schools, law enforcement and more.
• Our evidence-based, culturally appropriate, trauma informed behavioral health services address the diverse needs of those we serve.

The Customer Service Representative (CSR) will support and promote FBH's vision and mission to enhance and change lives. The CSR greets customers, checks customers in for their appointments. The CSR performs duties that support the clinical team such as centralized scheduling, appointment confirmation and back fill management; maintaining high levels of verbal and written communication with customers, staff and community partners. The CSR is an integral part of each clinical team and is cross-trained to work at any FBH location as needed. The CSR provides a warm, welcoming and professional environment while enhancing the quality of client care by providing support that optimizes clinical productivity and assists customers in their recovery and wellness.

ESSENTIAL DUTIES & RESPONSIBILITIES includes but are not limited to the following:

• Greet each customer whether by phone or in person, in a warm, welcoming and professional manner.
• Provide support for clinical staff to maximize their ability to provide direct care and improve efficiencies to maximize customer service.
• Manage the Confirmation Process which involves scheduling for Prescribers and clinicians.
• Manage the Back-Fill process to maximize the availability of direct care for customers.
• Check customers in for appointments using the electronic health record.
• Maintain the appearance of the waiting room by ensuring the environment is clean, organized, flyers stocked, etc.
• Ensure that all visitors are promptly attended to.
• Demonstrate a positive attitude and efforts toward meeting the needs of internal and external customers.
• Effectively utilize customer service and motivational interviewing skills to promote appropriate customer-centered care and to promote a safe and welcoming environment.
• Demonstrate flexibility in responding to change and in working with diverse groups and individuals.
• Demonstrate promptness and reliability in attendance, work deadlines and in performing tasks. Complete all assignments without prompting.
• Provide coverage CRS coverage at any FBH location in the Spokane area as requested, (e.g., AOP, IOP, Valley, Main Center, Child & Family, Elder Services, Crisis Response Services, PBX switchboard and Physician Appointment Scheduling).
• Participate in team meetings.
• Demonstrate a positive, solution-focused perspective towards organization goals and when working with co-workers and supervisors.
• Support and encourage a harmonious working relationship within and between departments.
• Other duties as assigned.

QUALIFIED CANDIDATES WILL HAVE:

REQUIRED:

• High school graduate or equivalent.
• Customer Service experience.

PREFERRED:

• Two years general office experience desired.

KNOWLEDGE, SKILLS & ABILITIES:

• Must possess excellent communication skills including the ability to send and receive oral and written messages, in a clear, positive, prompt and appropriate manner, while maintaining customer confidentiality.
• Must be able to apply active listening techniques conveying respect, professionalism, engagement skills, positive attitude and empathy.

PHYSICAL, SENSORY & ENVIRONMENTAL:

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is generally performed in an office setting which may involve sitting and use of computers for four to eight hours per day.
• May be required to lift 10 - 20 pounds.
• Work may be performed out of office and travel may be needed to outside areas.
• Blood-borne Pathogen Category III - No predictable exposure to blood-borne pathogens.

PAY RANGE (Hourly/ Non-Exempt):

• Customer Service Representative I - $19.80 - $24.12
• Customer Service Representative II - $21.89 - $26.65
• Customer Service Representative III - $24.05 - $29.29

All pay is based on longevity at Frontier Behavioral Health, thus the starting pay is as follows:

• Customer Service Representative I - $19.80
• Customer Service Representative II - $21.89
• Customer Service Representative III - $24.05

Our Benefits and Perks are Amazing!

WE BELIEVE IN WORK LIFE BALANCE:

• Paid Time Off - Employees accrue up to 26 days of PTO in the first year of employment!
• Plus 9 Paid Federal Holidays!
• Sick Leave - Extended Sick Leave and Paid Sick and Safe Time.
• Some positions qualify for a Compressed Workweek option resulting in up to additional 26 days off per year.

BENEFITS:

• Medical, Dental and Vision
• Retirement - We offer an impressive 403b plan including standard 3% employer contribution plus an additional 3% employer match.
• Flexible Spending Accounts
• Life Insurance - Company paid coverage that starts the first of the month following 6 months from your date of hire.

PERKS:

• Signing Bonus!
• No-cost licensure supervision for those pursuing clinical licensure.
• Federal and State Loan Forgiveness Program for qualifying Programs.
• Reimbursement of License/Certification application fee that is required for the position.
• Free Employee Assistance Program
• Staff Discounts at various FBH partners throughout Spokane!

Benefits described above are based on employees who hold .5 FTE positions or greater and/or some benefits vary based on FTE. PRN positions are not benefit eligible or eligible for a sign on bonus.