CUSTOMER SUPPORT REPRESENTATIVE

Citizen-Advocate; Town of Malone (NY); On-site; USD 21,000 - 28,000; Part time

Job summary

Citizen Advocates is seeking a part-time CSR to greet clients, manage intake at the front desk, and support clinic operations. You will enter data into Netsmart, collect co-pays, and help ensure smooth scheduling across Malone and surrounding sites.

The role emphasizes confidentiality, crisis awareness, and teamwork with CABHS staff to maintain a safe, welcoming environment. Training and resource coordination are expected as needed.

Qualifications

• High school diploma or equivalent.
• Experience with mental health or substance use populations preferred.

Responsibilities

• Greet clients professionally and manage intake at the window.
• Enter all data into Netsmart accurately and promptly.
• Collect co-pays and balances per agency policies and procedures; log on deposit sheet.
• Open new screenings in Netsmart; indicate client arrival on HER.
• Triage incoming calls; transfer to the correct department or initiate scheduling.

Skills

Confidentiality

Crisis Management

Customer/Client Focus

Problem Solving/Analysis

Time Management

Communication Proficiency

Teamwork Orientation

Technical Capacity

Policy Compliance

Education

High school diploma or equivalent

Tools

Netsmart

Job description

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.