Under the direction of the DOPC/MOPC Office Manager and within federal, state and local guidelines performs entry-level customer service work. Work involves providing external customer service support and receiving and responding to public inquiries for information and/or state services.

The Consumer Services Representative will be responsible for greeting consumers, parents and visitors as they enter the front lobby. Provide a courteous, friendly and concerned attitude for the needs of those seeking services. Answer incoming phone calls. Consumer check-in and check-out. Other clerical duties related to fast paced clinical office environment. This position may require some evening hours when the Center is open after 5 p.m. On occasion this position may be required to drive to other center buildings.

This position also serves as the Center's backup mail courier. Work involves driving automobiles in transporting departmental items, supplies, mail and other cargo. Work is performed according to prescribed rules, regulations, and schedules with instruction on non-routine deliveries. Must meet Center driving qualifications and maintain a good driving record. Responsible for all aspects of mail/supply/equipment delivery as required by the Center when performing backup courier duties. Works under close supervision, with limited latitude for the use of initiative and independent judgment.

Education, Training, and Experience

·High School Diploma or equivalent required.

·One year general office experience preferred.

·Medical office experience preferred.

·Experience with Microsoft Word and Excel preferred.

Registration, Certification, Licensure, and Other Qualifications

• Must have and maintain a background and criminal history free from any disqualifying offenses as outlined by the Texas Administrative Code (TAC) and the Health and Human Services Commission (HHSC).
• Must possess and maintain a valid driver's license and automobile insurance.

o Individuals with an out-of-state driver's license must be able to obtain a driver's license in the state of Texas within thirty (30) days.

• Successful completion of all position-specific training within thirty (30) days of employment is required.

Knowledge, Skills, and Abilities

·Good interpersonal skills.

·Ability to use 10 key by touch.

·Maintains a neat and professional personal appearance.

·Can adjust to various job demands, consumer inquiries and still project a positive, professional image.

·Maintains strict confidentiality of consumer data.

·Knowledge of office practices and administrative procedures.

·Skill in the use of standard office equipment and software.

·Ability to communicate and interact effectively with members of the public, and to respond to public inquiries in a timely manner.

·Ability to display regular and reliable (in-person, if required) attendance.

·Understanding and practice of Trauma Informed Care principles.

Essential Duties

The following list outlines key responsibilities for the position; however, it is not exhaustive and does not encompass all responsibilities. Additional duties may be assigned as needed.

1.Greets all clients and guests as soon as they walk into the Center; determines who they need to see; notifies providers that someone has arrived; accepts and records payments daily; prints encounter forms for all walk-in clients; assists clients with completing forms; ensures all clients are advised of fee assessments.

2.Performs data entry on Center computer systems; ensures accuracy of all data entry; completes all forms as required to document changes; enters appointments in MIS and audits monthly.

3.Maintains strict confidentiality of client data; adheres to Center wide policies and procedures and demonstrates knowledge with compliance to policies and procedures.

4.Keeps cash box accurate and records all payments received; reconciles all payments and receipts daily; monitors change fund for accuracy and turns in daily for safekeeping.

5.Complies with HIPAA regulations and ensures all new clients read and sign HIPAA notice.

6.Prints and/or distributes encounter forms and front desk reports; opens front door in the morning and ensures lobby is neat and clean; answers incoming calls and routes appropriately; prints SAL for each doctor that will be in the office the following day.

7.Contacts staff if clients is out of compliance on any required elements or fee assessments; may serve as backup to center mail courier.

8.Serve as backup mail courier when needed

o Responsible for mail delivery and preparation; makes designated mail route on a daily, scheduled basis; collects US mail from designated mail slot at intervals throughout the day; monitors and reports postal problems to supervisor as soon as possible; delivers US mail to Scripture Street facility in time for metering; utilizes computer to initiate and track FedEx and certified deliveries; updates mailboxes in mailroom as needed.

o Responsible for Center vehicle operation; practices good driving technique following all DPS safety laws; operates vehicle in accordance with all DCMHMR policies and procedures; carries Center-issued cell phone during the workday for urgent transportation of records or documents; utilizes Center gas card and turns in receipts by the 10th of each month; assures Center vehicle is never left unattended with engine running, unlocked, or with windows down.

o Responsible for Center vehicle maintenance; maintains vehicle maintenance checklist and turns in to supervisor by the 10th of each month; contacts supervisor and/or maintenance supervisor if vehicle problems occur; reports all vehicular accidents to supervisor immediately, as well as Human Resources and all other appropriate personnel and/or law enforcement officials; keeps a current copy of personal auto insurance on file with Human Resources.

o Completes tasks within assigned timelines; ensures morning mail delivery is completed by 12pm and afternoon mail delivery is completed by 4pm; provides consistent availability to support internal and external customers so programs and services occur without interruption.

9.Participates in the Center's Zero Suicide Initiative.

o Supports individuals experiencing a crisis by promptly connecting them with appropriate Center programs, such as the Mobile Crisis Outreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or other applicable resources. Ensure seamless coordination to facilitate timely intervention.

o Remains with individuals, when deemed safe, to provide support and maintain a calm environment until specialized crisis staff or emergency personnel arrive to take over intervention efforts. Adheres to safety protocols to prevent escalation of the crisis situation.

o Participates in debriefing sessions with the immediate supervisor or designated staff following a crisis event. Collaborate with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.