Customer Support Representative - Malone

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

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