Consumer Services Representative

Consumer Services Representative

General Description

Under the direction of the Consumer Services Supervisor and within federal, state and local guidelines performs entry-level customer service work. Work involves providing external customer service support and receiving and responding to public inquiries for information and/or state services.


The Consumer Service Representative will be responsible for greeting consumers, parents and visitors as they enter the front lobby. Provide a courteous, friendly and concerned attitude for the needs of those seeking services. Answer incoming phone calls. Consumer check-in and check-out. Other clerical duties related to fast paced clinical office environment. This position may require some evening hours when the Center is open after 5 p.m. On occasion this position may be required to drive to other center buildings. Works under close supervision, with limited latitude for the use of initiative and independent judgment.

Education, Training, and Experience

• High School Diploma or equivalent required.
• One year general office experience preferred.
• Medical office experience preferred.
• Experience with Microsoft Word and Excel preferred.

Registration, Certification, Licensure, and Other Qualifications

• Must have and maintain a background and criminal history free from any disqualifying offenses as outlined by the Texas Administrative Code (TAC) and the Health and Human Services Commission (HHSC).
• Must possess and maintain a valid driver's license and automobile insurance.

o Individuals with an out-of-state driver's license must be able to obtain a driver's license in the state of Texas within thirty (30) days.

• Successful completion of all position-specific training within thirty (30) days of employment is required.

Knowledge, Skills, and Abilities

• Good interpersonal skills.
• Ability to use 10 key by touch.
• Maintains a neat and professional personal appearance.
• Can adjust to various job demands, consumer inquiries and still project a positive, professional image.
• Maintains strict confidentiality of consumer data.
• Knowledge of office practices and administrative procedures.
• Skill in the use of standard office equipment and software.
• Ability to communicate and interact effectively with members of the public, and to respond to public inquiries in a timely manner.
• Ability to display regular and reliable (in-person, if required) attendance.
• Understanding and practice of Trauma Informed Care principles.

Essential Duties

The following list outlines key responsibilities for the position; however, it is not exhaustive and does not encompass all responsibilities. Additional duties may be assigned as needed.

1. Greets all clients and guests as soon as they walk into the Center; determines who they need to see; notifies providers that someone has arrived; accepts and records payments daily; prints encounter forms for all walk-in clients; assists clients with completing forms; ensures all clients are advised of fee assessments.

2. Performs data entry on Center computer systems; ensures accuracy of all data entry; completes all forms as required to document changes; enters appointments in MIS and audits monthly.

3. Maintains strict confidentiality of client data; adheres to Center wide policies and procedures and demonstrates knowledge with compliance to policies and procedures.

4. Keeps cash box accurate and records all payments received; reconciles all payments and receipts daily; monitors change fund for accuracy and turns in daily for safekeeping.

5. Complies with HIPAA regulations and ensures all new clients read and sign HIPAA notice.


6. Prints and/or distributes encounter forms and front desk reports; opens front door in the morning and ensures lobby is neat and clean; answers incoming calls and routes appropriately; prints SAL for each doctor that will be in the office the following day.

7. Contacts staff if clients is out of compliance on any required elements or fee assessments; may serve as backup to center mail courier.

8. Participates in the Center's Zero Suicide Initiative.

o Supports individuals experiencing a crisis by promptly connecting them with appropriate Center programs, such as the Mobile Crisis Outreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or other applicable resources. Ensure seamless coordination to facilitate timely intervention.

o Remains with individuals, when deemed safe, to provide support and maintain a calm environment until specialized crisis staff or emergency personnel arrive to take over intervention efforts. Adheres to safety protocols to prevent escalation of the crisis situation.

o Participates in debriefing sessions with the immediate supervisor or designated staff following a crisis event. Collaborate with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.