Customer Service Representative-Crisis

LifePath Systems; McKinney (TX); On-site; USD 22,000 - 30,000; Full time

Job summary

LifePath Systems is seeking a Crisis Center Customer Service Representative (CSR) to support the Mobile Crisis Outreach Team. The role requires answering the MCOT red line, scheduling appointments, and updating records in a fast-paced environment.

The CSR will work with the crisis team and community partners to triage calls and ensure accurate documentation. The position emphasizes trauma-informed, person-centered interactions, professional ethics, and the ability to handle multiple duties,

Qualifications

• High School Diploma or GED required.
• 3 years’ experience in a medical office, agency, or hospital with scheduling, insurance verification, billing and collections preferred.
• Bilingual preferred.
• Knowledge of Medicaid, Medicare, and private insurance billing practices.

Responsibilities

• Answer calls and screen the MCOT red line; take messages and transfer to appropriate staff.
• Greet clients, check in for appointments, schedule visits, and update medical records.
• Maintain MCOT and hospital logs; assist with waitlists and monthly data reporting.
• Process inquiries via Avail, email Crisis Team, and create Smartcare inquiries daily.
• Support safety monitoring and conduct duties as assigned.

Skills

Customer service

Medical office experience

Scheduling knowledge

Bilingual preferred

Education

High School Diploma or GED

Tools

Microsoft Word

Excel

Job description

*Shift: Saturday-Sunday 7am-7pm*The Crisis Center Customer Service Representative (CSR) works under the direction of the Program Administrator of Crisis Outreach Services and provides direct support to the Mobile Crisis Outreach Team.This role is a key position in a constantly changing busy environment that requires accuracy, attention to details, initiative and a pro-active approach to duties and responsibilities while working with the individuals in services, clinical team, and co-workers. Must demonstrate a positive attitude, excellent customer service, independent judgment, professional ethics, appearance, and conduct. All interactions with individuals in services and other LifePath staff are conducted in a person-centered trauma informed way.Primary duties include providing quality customer service by answering and screening the MCOT red line promptly, taking messages, providing information timely, and transferring to the appropriate person/department; updating information in medical records, greeting individuals in the lobby, checking individuals in for appointments, scheduling appointments, and other general office duties as needed. This position works closely with community partners to ensure calls are answered promptly and triaged correctly. Maintains and ensures the MCOT call log and hospital log are accurate. Assist with maintaining the Inpatient Care Waitlist. Communicates timely youth crisis assessments and medical provider forms. Completes supply request and ordering. This position works closely with the fidelity manager for crisis services and checks the MCOT consults, incomplete notes, follow up calls and reports any findings. May assist with community calls and transports along with the MCOT assessor if needed. Helps with monthly data reporting. Ensures all required trainings are completed by deadline. Other duties as assigned to meet department needs.The Crisis Center Customer Service Representative (CSR) will be responsible for answering calls that we receive from Avail hot line, email the information to the Crisis Team, will create inquires on Smartcare and process the inquires daily. The Crisis Center Customer Service Representative (CSR) must help the Crisis Team members with safety monitoring while the individual is waiting for placement.This position requires reasonable flexibility to meet expectations outlined in an employee's job description. Employees may be required to work outside of their typical schedule, including occasional day/evening/weekend hours, when necessary to complete required assignments and/or meet with individuals, families, and/or stakeholders.Education, Training and Experience (including licensure and certification)• High School Diploma or General Education Degree (GED)• 3 years’ experience working in a medical office, agency, or hospital with knowledge of scheduling, insurance verification,billing and collections preferred.• Bilingual preferredKnowledge, Skills, and Abilities• Knowledge and experience in performing office duties.• Must be knowledgeable in computer programs such as Microsoft Word and Excel.• Must be professional and knowledgeable of customer service skills.Must be Knowledgeable of Medicaid, Medicare, and Private Insurance billing Practices.