General Description
Under the direction of the Consumer Services Supervisor and within federal, state and local guidelines performs routine 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 Service Representative Team Lead 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. Provide support to Consumer Services Supervisor. 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. Works under moderate 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
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.
? 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 office equipment, computers and applicable computer programs, including Microsoft Excel, Word, and electronic health records, and use of email.
? 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; collects copies of insurance and ID cards; ensures client's contact and insurance information are correct in EHR; 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; enters appointments in electronic health records 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. 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. Opens front door in the morning and ensures lobby is neat and clean; answers incoming calls and routes appropriately.
7. Saves copies of prescribers' schedules each day and ensures follow up appointments are scheduled for each client as requested by the prescriber.
8. Contacts staff if a client is out of compliance on any required elements or fee assessments; may serve as backup to center mail courier.
9. Provides support to CSR Supervisor by:
? Assisting with onboarding of new employees
? Mentoring employees as directed by supervisor
? Managing and ensuring completeness of follow ups being scheduled
? Scheduling staff to cover lunches, breaks, etc
10. Coordinates with CSR Supervisor to order janitorial and office supplies.
11. Participates in quarterly Safety Committee meetings as a representative of the front desk.
12. Completes quarterly Site Assessment and reports to QM department.
13. Oversees quarterly safety drills (e.g. fire, severe weather, etc.) for the FMOC location and reports results to QM department.
14. Provides emergency intervention when necessary according to Department of Human Services (DHS) and Center Policies and Procedures.
o Provides verbal Prevention Management of Aggressive Behavior (PMAB) intervention correctly when necessary.
o Provides Cardiopulmonary Resuscitation (CPR) in an emergency until other medical aid arrives.
o Provides emergency and non-emergency first aid until professional aid arrives or as directed by a licensed medical professional.
o Provides emergency and non-emergency first aid effectively until first responders arrive.
o Provides Cardiopulmonary Resuscitation CPR in an emergency until other medical aid arrives.
o Provides verbal prevention management of aggressive behavior when necessary and does so effectively.
15. Regular attendance and punctuality is a requirement for your scheduled shift.
16. 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.