CUSTOMER SUPPORT REPRESENTATIVE

Citizen Advocates; Village of Malone (NY); On-site; USD 25,000 - 36,000; Full time

Job summary

Citizen Advocates – Malone clinic seeks a Customer Service Representative to greet clients, manage front-desk operations, and perform intake procedures. You will enter information into Netsmart, collect co-pays, and support daily clinic activities with a friendly, professional demeanor.

This role requires handling intake, billing, scheduling, and HIPAA compliance while delivering courteous service and coordinating with clinical staff.

Qualifications

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

Responsibilities

• Conduct intake activities for clients at window per procedures and update information as applicable.
• Enter all data into Netsmart immediately and accurately.
• Collect co-pays and outstanding balances per agency policies; log on deposit tracking sheet.
• Open new screenings in Netsmart for all new clients.
• Triage all incoming calls; transfer to correct department or assist with scheduling/intake.
• Schedule follow-up appointments per clinician recommendations; avoid overbooking.
• Refill client paperwork packets; process clinician work orders if applicable.
• Maintain confidentiality per HIPAA and CFR42; keep work area safe and uncluttered.
• Prepare daily deposits; transfer phones to answering service at shift end.

Skills

Confidentiality

Crisis Management

Customer/Client Focus

Problem Solving/Analysis

Time Management

Communication Proficiency

Teamwork Orientation

Technical Capacity

Education

High School Diploma or Equivalent

Tools

Netsmart

Relias

Job description

Job Details

Job Location: 31 6th Street Malone - Malone, NY, Position Type: Full Time, Salary Range: $18.00 - $26.00Hourly, 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. 1. Conduct all intake activities for clients presenting at window, per intake procedures. Always verify and update information as applicable.
2. 2. Refer client to insurance CSR as appropriate.
3. 3. Responsible for entering all data into Netsmart immediately and accurately.
4. 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. 5. Open new screenings in Netsmart for all new clients.
6. 6. Responsible for indicating client arrival on HER.
7. 7. General continuous observation of waiting room for safety and environment.
8. 8. Schedule all follow up appointments in accordance with clinician recommendation, ensuring clients are receiving no more than recommended appointments in advance.
9. 9. Refill the supply of new client paperwork packets.
10. 10. Process clinician work order requests, if applicable.
11. 11. Follow all federal and state confidentiality laws re: HIPAA and CFR42.
12. 12. Maintain clean equipment and uncluttered, safe, functional and effective work area.
13. 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. 14. Assist with continual review of the schedule to back fill and work the therapist need sooner list.
15. 15. Complete all training required (Relias website) to perform any CSR duties.
16. 16. Develop and maintain constructive and cooperative working relationships with all CABHS staff.
17. 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. 18. Prepare daily deposit.
19. 19. Scanning and attaching documents into Netsmart.
20. 20. Assist in all other customer support duties as needed or directed by supervisor.
21. 21. Respond to messages with the answering service.

Competencies

1. 1. Confidentiality
2. 2. Crisis Management
3. 3. Customer/Client Focus
4. 4. Problem Solving/Analysis
5. 5. Time Management
6. 6. Communication Proficiency
7. 7. Teamwork Orientation
8. 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. 1. High school diploma or equivalent.
2. 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.