CUSTOMER SUPPORT REPRESENTATIVE

Citizen-Advocate; City of Watertown (NY); Sur place; USD 19 000 - 30 000; Temps partiel

Résumé du poste

Citizen Advocates is seeking a part-time CSR to be the first contact for clients, managing intake, scheduling, and payments at multiple clinic sites (Malone, Massena, Saranac Lake, Crisis Center).

The role emphasizes confidentiality, crisis triage, and coordination with clinicians and support staff to maintain smooth clinic operations. Experience with mental health or substance use populations is preferred.

Qualifications

• High school diploma or equivalent required.
• Experience with mental health or substance use populations preferred.
• Knowledge of HIPAA and CFR42 confidentiality laws preferred.

Responsabilités

• Greet clients professionally and manage front desk activities.
• Conduct intake for clients and verify/update information.
• Refer clients to insurance CSR as appropriate.
• Enter all data into Netsmart accurately and promptly.
• Collect co-pays and outstanding balances; log deposits.
• Open new screenings in Netsmart for new clients.
• Indicate client arrival in the system (HER).
• Schedule follow-up appointments per clinician recommendations.
• Maintain waiting room safety and cleanliness.
• Backfill schedule to meet therapist needs as requested.
• Complete required training (Relias) for CSR duties.
• Transfer calls to appropriate department and coordinate with answering service.
• Prepare daily deposits and scan documents.

Connaissances

Confidentiality

Crisis Management

Customer/Client Focus

Problem Solving/Analysis

Time Management

Communication Proficiency

Teamwork Orientation

Technical Capacity

Policy Compliance

Formation

High school diploma or equivalent

Outils

Netsmart

Description du poste

SUMMARY/OBJECTIVE:The CSR is a multi-function position. This important position represents Citizen Advocates first contact with our clients. All CSR's will greet each client in a professional and friendly manner. CSR's will help in maintaining clinic operations with a focus on front window check in/out and all related customer support activities.Essential Functions (Job Duties)1. Conduct all intake activities for clients presenting at window, per intake procedures. Always verify and update information as applicable.2. Refer client to insurance CSR as appropriate.3. Responsible for entering all data into Netsmart immediately and accurately.4. Collect any co pay due for that day's service as well as any outstanding balances in accordance with agency policies and procedures for fee schedules and collection. Log this amount on the deposit tracking sheet.5. Open new screenings in Netsmart for all new clients.6. Responsible for indicating client arrival on HER.7. General continuous observation of waiting room for safety and environment.8. Schedule all follow up appointments in accordance with clinician recommendation, ensuring clients are receiving no more than recommended appointments in advance.9. Refill the supply of new client paperwork packets.10. Process clinician work order requests, if applicable.11. Follow all federal and state confidentiality laws re: HIPAA and CFR42.12. Maintain clean equipment and uncluttered, safe, functional and effective work area.13. Triage all incoming calls immediately and evaluate if crisis or standard call. Transfer call when appropriate to correct department or begin the process of helping caller with need (such as scheduling/intake process etc.).14. Assist with continual review of the schedule to back fill and work the therapist need sooner list.15. Complete all training required (Relias website) to perform any CSR duties.16. Develop and maintain constructive and cooperative working relationships with all CABHS staff.17. Transfer phones at end of shift to answering service (Malone/Saranac Lake clinic) providing accurate information to call center each night, if applicable.18. Prepare daily deposit.19. Scanning and attaching documents into Netsmart.20. Assist in all other customer support duties as needed or directed by supervisor.21. Respond to messages with the answering service.Competencies1. Confidentiality2. Crisis Management3. Customer/Client Focus4. Problem Solving/Analysis5. Time Management6. Communication Proficiency7. Teamwork Orientation8. Technical Capacity9. Comply with all CABHS policies and proceduresPosition Type/Expected Hours of WorkPart Time HoursClinic working hours:• Malone Clinic-variable hours, hours of operation are M, W, F 8a-5p, T, Th 8a-7p• Massena Clinic-variable hours, hours of operation are M, T, W, F 8a-5p, Th 8a-7p• Saranac Lake Clinic-variable hours, hours of operation are M, Th 8a-7p, T, W, F 8a-5p• Crisis and Recovery Center- 24-hour operation. Schedule determined by supervisor to meet location/departmental needs.Hours and schedules may vary depending on Company need and workload. Employees will be given as much notice as possible when such changes occur.TravelOccasional to frequent depending on needRequired Education and Experience1. High school diploma or equivalent.2. Work with mental health or substance use populations preferred.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing 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.