Customer Service Representative

POSITION TITLE: Customer Service Representative WORKSITE LOCATION: Gulf Bend Regional Plaza, 6502 Nursery Drive, Suite 100, Victoria TX 77904 STARTING PAY: $13.00/hour FLSA STATUS: Non-exempt SHIFT: Full-time; Monday through Friday, 8:00am to 5:00pm

EDUCATION AND EXPERIENCE:

Required: High School Diploma or GED equivalent. Preferred: One-year experience working in a multispecialty group practice or healthcare system.

JOB PURPOSE:

Responsible for the registration process, delivering information regarding program eligibility, assistance in completing all necessary paperwork with customers, answering and directing phone calls and scheduling customer appointments with the appropriate provider. ESSENTIAL FUNCTIONS and DUTIES: Welcomes customers, visitors, and all staff. Answer and directs incoming phone calls as needed. Schedule customer appointments and follow-ups. Exhibits thorough understanding of Gulf Bend Center operations and menu of services and all applicable intake procedures. Explain menu of services and related paperwork (consents and customer handbooks) as needed. Ensure customer information is up-to-date and accurate in the Electronic Health Record. Educates customers on insurance coverage and related information, balances due, and other financial information. Identifies crisis situation and facilitates an appropriate response. Communicates quickly, proactively and effectively with registration team, business team and program staff to stay on top of registration process. Maintains awareness of waitlist, capacity and requirements. Collect payments when applicable and maintain the cash draw and daily deposit log. Provides empathetic guidance, problem solving, support, and assistance to all customers and program staff. Travels to Satellite Clinic and work late clinic following a scheduled rotation. Prepare Routing slips for appointments. A trauma-informed approach "realizes the widespread impact of trauma and understands potential paths for recovery; recognizes the signs and symptoms of trauma in clients, families, staff, and others involved in the system; and responds by fully integrating knowledge about trauma into policies, procedures, and practices, and seeks to actively resist re-traumatization." The six key principles of a trauma-informed approach include: safety; trustworthiness and transparency; peer support; collaboration and mutuality; empowerment, voice and choice; and cultural, historical and gender issues (Substance Abuse and Mental Health Services Administration [2014]). The Three E's of Trauma: Events, Experiences, and Effects. The Four R's: Key Assumptions in a Trauma Informed Approach - Realization, Recognize, Respond, Resist Re-traumatization. PHYSICAL REQUIREMENTS and ENVIRONMENTAL CHECKLIST: Abilities required to perform the essential and marginal tasks of this job: Walking Operating office equipment Standing Light lifting (under 15 lbs) Sitting Ability to see Identify colors Light carrying (under 15 lbs) Hearing (with aid) Straight pulling Ability to write Ability to count Ability to read Simple grasping Ability to tell time Work site and environmental conditions that apply to this job: Travel by car CRED/PRIV REQUIRED: No DRIVING REQUIRED: Yes KNOWLEDGE, SKILLS, ABILITIES, and COMPETENCY:

1. Program Specific: Answering multi-line telephones in a professional and courteous manner. Ability to work in a fast-paced environment and manage simultaneous tasks and timelines. Detail-oriented. Passionate about providing quality customer service. Exhibits cooperative teamwork and always maintains calm and professional demeanor. Rotation between Adults side, Child and Adolescent side, and scheduling office.
2. Communication: Strong written and verbal communication skills to communicate clearly and effectively with strong organizational skills and the ability to interface effectively with all levels of the organization.
3. Task management: Ability to perform tasks effectively and efficiently and to handle multiple priorities in a confidential environment. Must have strong attention to detail. Ability to plan and schedule work and implement directives without constant supervision. Ability to plan and schedule work and implement directives without constant supervision. Must have good organizational skills to achieve multiple deadlines.
4. Confidentiality: Ability to maintain a strict standard of confidentiality in handling sensitive information, reports, and correspondence.
5. Conflict resolution: Ability to solve problems and resolve issues.
6. Interpersonal skills: Interacts with employees' contractors, customers, community, family members, referral sources, governmental sponsoring and funding entities, program auditors, advocacy groups, and the media. Ability to work collaboratively with a team of staff to accomplish the efficient operation of the program by assisting coworkers, as necessary, to meet client needs and contract requirements with no verified complaints. Ability to work cooperatively and productively with supervisors, individuals, co-workers, and groups of people at all levels of activity, contributing to a strong spirit of teamwork. Ability to establish and maintain effective working relationships with staff, other agencies and the public using tact, courtesy, and good judgment.
7. Code of Conduct, CORE Values: Work behavior must be compatible with Center's Core Values, Culture, Mission and Vision statements, and Policies and Procedures contributing to an environment of problem solving, building trust, conflict resolution, and customer service. Adheres to the professional, ethical and legal requirements set forth in the Center's business Code of Conduct as well as the Corporate Compliance Plan.
8. Customer service: Demonstrates appropriate responsiveness to internal/external customer needs.
9. Dress code: Adherence to Center Dress Code to present a professional appearance and conduct when representing the Center.
10. Fleet: Completes fleet checklist as required. Report all fleet problems directly to the Program Director within 24 hours of identifying problem. Uses GeoTab key fob in fleet vehicles and maintains road safety compliance.

OTHER REQUIREMENTS OR CONDITIONS:

1. Current State of Texas Driver License or if you live in another state, must be currently licensed in that state. Liability insurance required.
2. Must be insurable by Center's liability carrier if employee operates a Center vehicle or drives personal car on Center business. Safe driving record as defined by Gulf Bend Center.
3. Must have computer experience to include Microsoft Word, Excel (beginner to intermediate level), Outlook, Teams, and Zoom. Ability to type 40 wpm. Ability to operate office equipment (phones, copy machine, fax).
4. Must complete all training requirements prior to the due date. Attend required training and team meetings. Relias training and any other training required for the role is 100% compliant.
5. Must maintain regular and reliable attendance, including compliance with the telework agreement. This is a full-time position. Days and hours of work are Monday through Friday, 8:00am to 5:00pm or agreed upon hours 100% of the time, to ensure consistency and completeness of the program's processes. Evening and weekend work may be required as job duties demand.

AAP/EEO STATEMENT

Gulf Bend Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state, or local laws. This policy applied to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. #J-18808-Ljbffr CenterSite, LLC