Customer Service Representative

Customer Service Representative

Under general direction performs customer service representative duties within the Department assigned; work varies little, requiring individual judgment within the specifically assigned office protocol, and within EMCMHC policies and procedures.

Major areas of accountability and performance:

• Primary responsibility as a customer service representative, answering the phone, screening and directing phone calls, and scheduling appointments
• Working knowledge of both Mental Health and Chemical Dependency ARM and current policies
• Working knowledge of Montana Medicaid, insurance, and sliding fee
• Assisting clients in applying for Medicaid, waiver, state CD plan, or sliding fee
• Facilitating admission of walk-in clients as needed and completing admission forms and explaining confidentiality
• Scanning all documents into patient accounts in Credible
• Assisting counselors, nurse practitioners, clinicians, case managers, CRS staff, and AGH staff as needed with admissions, updates, treatment plan reviews, SED/SDMI forms, CSR's, and discharges
• Overseeing PFL, MIP, CD groups, and 6 hour education classes
• May oversee Telemed services as a site facilitator
• Attending weekly staff meetings and recording the minutes from these meetings on a weekly basis
• Maintaining filing system including client records, crises notes, and professional staff materials
• Functions in all aspects normally associated with the role of customer service representative at EMCMHC
• Performing those additional duties and responsibilities that may be assigned

Supervision - responsibility for work of others: None

Examples of performance criteria and expectations:

• Regularly checks and processes client records per EMCMHC policy, maintains records, and the filing system
• Composes standard correspondence and types reports, progress notes, initial assessments, psychological evaluations, and all required forms
• Distributes incoming and outgoing mail, coordinates and purchases supplies for the office, maintains office routine and general office appearance
• Satellite office customer service representatives shall contact site facilitator of any changes in their Telemed schedules
• May, if involved with the Telemed services, keep track of site log attendance for groups or any Telemed presentations and forwards the information to the site facilitator
• Performs other duties as may be assigned

Education, training, and experience:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Must be a minimum of 18 years of age
• High school diploma or GED preferred
• Must have ability to communicate orally and in writing
• Work is generally performed in an office
• Possess typing and computer skills
• One (1) year of demonstrated work experience in an office setting
• Must complete Credible EHR functionality and overview training within the first month of employment and maintain certification throughout employment
• Must possess certification to enter SAMS records
• Must possess a valid Montana operator's license (if your own personal vehicle is used to transport any client, your vehicle must have insurance that will cover passengers)
• Physical requirements may require lifting up to 35 pounds (greater with assistance), bending, stooping, climbing steps, and prolonged sitting

Please complete an online application.