CUSTOMER SUPPORT REPRESENTATIVE

Citizen Advocates; Village of Malone (NY); On-site; USD 23,000 - 30,000; Part time

Job summary

Citizen Advocates in Malone, NY is seeking a Part-Time CSR to be the first point of contact for clients, handling front desk duties, intake, data entry in Netsmart, and basic payment processing.

The position requires confidentiality, strong communication, and teamwork with CABHS staff to maintain clinic flow, schedule follow-ups, and support all customer service activities in a respectful, compliant environment.

Qualifications

• High school diploma or equivalent required.
• Experience working with mental health or substance use populations preferred.
• Strong communication and confidentiality skills essential.

Responsibilities

• Conduct intake activities for clients at the window and update information as applicable.
• Refer clients to insurance CSR as appropriate.
• Enter all data into Netsmart immediately and accurately.
• Collect co-pays and any balances per agency policies and log on deposit sheet.
• Open new screenings in Netsmart for all new clients.
• Indicate client arrivals in the system and monitor waiting room safety.
• Schedule follow-up appointments per clinician recommendations and avoid overbooking.
• Refill the supply of new client paperwork packets.
• Follow HIPAA and CFR42 confidentiality requirements.
• Maintain a clean and safe work area and transfer calls to the appropriate department.
• Triaging incoming calls and routing to crisis or standard paths as needed.
• Assist with scheduling adjustments to meet therapist needs.
• Complete required training (Relias) for CSR duties.
• Develop cooperative working relationships with CABHS staff.

Skills

Confidentiality

Crisis Management

Customer/Client Focus

Problem Solving/Analysis

Time Management

Communication Proficiency

Teamwork Orientation

Technical Capacity

Education

High school diploma or equivalent

Job description

Job Details

Job Location: 31 6th Street Malone - Malone, NY 12953

Position Type: Relief

Salary Range: $17.00 - $22.00 Hourly

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.

Competencies

1. Confidentiality
2. Crisis Management
3. Customer/Client Focus
4. Problem Solving/Analysis
5. Time Management
6. Communication Proficiency
7. Teamwork Orientation
8. Technical Capacity
9. Comply with all CABHS policies and procedures

Qualifications

Position Type/Expected Hours of Work

Part Time Hours

Clinic 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.

Travel

Occasional to frequent depending on need

Required Education and Experience

1. High school diploma or equivalent.
2. Work with mental health or substance use populations preferred.

Other Duties

Please 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.