Customer Service Representative - Central Support

ABOUT THE VILLAGE

The Village was one of the first agencies in the country to provide homes for neglected children. Today, we continue to achieve our mission "to build a community of strong, healthy families who protect and nurture children" by providing a full range of behavioral health, early childhood and youth development, substance abuse treatment, and support services for children, families and adults in the Greater Hartford region.

Our staff are energetic, enthusiastic, mission-driven and open to learning. If you’d like to grow your career in a diverse and supportive environment rich with learning opportunities, join us!

Rate of Pay starts at: $15.00

JOB SUMMARY

The Customer Service Representative is responsible for providing personalized quality customer service and administrative support within the Call Center and designated programs in support of the “wrap-around model” to ensure that requests for services and information are handled in a timely manner and appropriate level of service. Assists with resolving problems customers may encounter through various channels which may include answering phone calls, interacting face to face, by email, live chatetc.

Has a broad understanding of our organizational services. Works in a functional team with teammates to ensure quality customer service. Understands agency and client confidentiality.

KEY RESPONSIBILITIES

• 
  Greets clients, staff, and visitors in a professional and courteous manner. Notifies appropriate staff of visitor arrival. Assists with directions.
• 
  Responsible for answering all calls through the Call Center and Intakes for non-billable programs and obtains basic demographic information.
  
• Interacts with customers to provide and process information in response to inquiries, complaints or unresolved issues including requests for additional information related to agency programs and services.
• 
  Disseminate and distribute all agency faxes and via e-mail.
• 
  Monitors reception/waiting area to ensure cleanliness and client safety.
• 
  Handles all agency-wide vehicle requests and reserves vehicles according to agency policy.
• 
  Collects and complete daily cash journals submitted to billing for client co-pays.
• 
  Provide administrative support and back-up for other agency sites.
• 
  Performs all business functions in agency EHR (Electronic Health Record) and coordinating all new admission paperwork for clients, verifies and records necessary personal information, i.e., demographics, insurance eligibility and verification, etc. in HER according to guidelines and procedures. Secure appropriate signatures from client/guardian for consent to treat. Reviews client grievance policy and client rights if needed.
  • 
    Completes tasks outlined in Intake and Admissions process.
  • 
    Triage new clients in Intake utilizing the client triage tool and within the Enhanced Care Clinic (ECC) guidelines.
    
  • Schedules new assessments for applicable departments.
  • 
    Ensures accuracy for timely check-in/check-out process for all clients. Schedules all client appointments accurately in EHR and communicates discrepancies when appropriate to supervisor and clinicians.
  • 
    Process referrals for applicable programs.
    
  • Completes CTBHP authorizations and re-authorizations for accurate billing.
  • 
    Commits to continuous improvement of client services and accuracy.
  • 
    Other duties and responsibilities as assigned.

Required Experience:

EDUCATION

• 
  High School Diploma or equivalent required.
  

EXPERIENCE

• 
  Two to three years’ experience in related customer service.
• 
  Excellent telephone and verbal communication skills. Sound knowledge of office/telephone etiquette and customer service principles and practices. Ability to recognize and respond to signals of a disgruntled customer and respond appropriately. Ability to comprehend and interpret basic customer information.
  
• Bilingual (English/Spanish) preferred.
• 
  Travels between Village sites. Must be able to work a flexible schedule to meet organizational demands.
• 
  Sound judgment and ability to adapt to change and meet demands of the work environment.
  
• Proficient with Microsoft Office/Proficient general computer skills.
  
• Detail oriented can assume a large volume of work.
  
• Accurate typing skills, with a proficient understanding of grammar and punctuation.
  
• Culturally competent. Works with diverse populations.
• 
  General office skills including filing, organizing, and scheduling.
• 
  Maintains confidentiality of information.
• 
  Reliable and understands the need for timeliness in relation to agency standards.
• 
  Familiarity with EHR (Electronic Health Record) applications a plus.
• 
  Working knowledge of HIPAA laws.
• 
  Familiarity with the referral sources in the Hartford area/communities and surrounding towns is a plus.