Client Service Representative - School Based Services

Aurora Mental Health & Recovery (AMHR) is seeking a full-time Client Service Representative (CSR) to serve as the welcoming face and first point of contact for our school-based services programs. This role involves providing exceptional administrative support and superior customer service by warmly greeting clients, answering calls, resolving inquiries, assisting with scheduling appointments, completing necessary paperwork, and connecting clients with additional resources. The ideal candidate excels in creating a positive and respectful environment for a diverse and underserved population in Aurora, CO. If you have a passion for helping others, exceptional communication skills, and the ability to handle multiple tasks with professionalism and empathy, we invite you to join our team and make a difference in the lives of our community members.

Schedule. This position is fully onsite/in-person for the first 90 days, with a schedule of Monday through Friday, 8:00 AM to 5:00 PM. After the initial 90-day period, there may be an opportunity to transition to a hybrid schedule, including up to two remote workdays per week.

Salary for this role. Starting wage is based on experience and company equity. Paid bi-weekly.

• $18.87 - $27.32 per hour

Bilingual Language Differential Pay. *rate depends on language requirements for the position and the candidate's fluency.

• Employees will receive scheduled earnings on a bi-weekly basis, equivalent to 5% of their regular base rate (hourly or salaried), with a maximum amount of $3,000.00 per calendar year. The annual maximum amount will be prorated based on full-time equivalency (FTE).

Essential functions:

• Welcome and greet all external and internal customers with dignity, respect, professionalism, and superior customer service. Answer incoming calls promptly, effectively resolve concerns, or transfer calls to the appropriate location for further assistance. Assist clients in scheduling, rescheduling, and canceling appointments, ensuring paperwork and forms are completed accurately and on time.
• Accurately perform and complete specialized Behavioral Health Care Screenings for new client services. Ask probing questions respectfully, assess crises non-judgmentally, respond empathetically, and provide necessary resources.
• Manage the daily call-out calendar and schedule CSR Float coverage at various locations. Float to agency locations as needed to ensure access to care service hours are maintained and best customer service practices are followed.
• Train new and existing CSR/CHAT team members to ensure they have the most current tools, approaches, and skills. Adapt training to meet diverse learning styles and provide clear daily direction.
• Maintain working knowledge of CSR agency functions and manage staff workflows, including checking in clients, collecting copayments at time of service, preparing end-of day financial reports, and handling credit card receipts.
• Identify challenges, suggest process improvements, and provide on-the-job training to CSR/CHAT team members. Maintain a culturally sensitive, inclusive environment through communication and interactions.
• Collaborate with Aurora Mental Health & Recovery teams on projects and reports as needed.
• Ensure client inquiries, registration forms, and other documents are accurately entered and completed in the EHR. Obtain required documents and information from clients to complete insurance verification and EHR registrations, including photo IDs and insurance cards.
• Maintain a clean and tidy reception area. Report office maintenance requests, unlock and lock doors, disarm and arm alarms, order office supplies, and monitor equipment, submitting service tickets as necessary.

Requirements:

• High school diploma/GED
• Preferred: Associate's Degree
• One year of customer service related experience and/or training;
• Preferred: Healthcare experience
• Ability to remain calm while interacting with staff and clients, especially individuals with a behavioral health diagnosis, who can be challenging in person or via phone.
• Ability to be flexible with the business needs of the agency, and adapt to a consistently ever changing fast-paced environment.
• Must have excellent interpersonal, organizational and communication skills, and be able to work with a diverse population.
• Ability to multi-task and prioritize responsibilities, be detailed oriented, and demonstrate efficient use of time.
• Excellent computer skills, with experience using programs within Microsoft Office, to include Word, Outlook, and Excel.

Required Vaccination and TB Test.

At AMHR the health and safety of our clients and staff are our top priorities. As part of this commitment, all employees are required to receive an annual influenza (flu) shot and present a negative TB test result before their first day of work. Proof of both the flu shot and negative TB test must be provided on your first day of employment. Medical and religious exemptions can be requested if necessary.

Benefits:

• Health insurance: Kaiser
• Dental, vision, and flexible spending accounts (dependent care & health care)
• Company paid basic life and AD&D insurance
• Long-term disability coverage*
• 403(b) retirement plan which provides 100% vesting immediately, and matching contributions up to 4% after one year of employment
• Accrued Vacation pay up to 12 days and accrued Sick Pay up to 12 days per year, plus 10 Paid Company Holidays, and 2 floating holidays (hours calculated pro-rata basis based on full-time equivalency)
• Employee Assistance Program
• Voluntary term life insurance
• Short term disability*
• Eligible for benefit if working 30 hours per week or more

Our Mission, Vision and Core Values.

Mission: Deeply rooted in our diverse community, we deliver state-of-the-art care and meaningful outcomes that impact emotional well-being and addiction recovery.

Vision: To foster hope and healing through compassionate, quality care.

Core Values: Passionate caring; Rising to the challenge; Honoring and respecting all persons; Believing in resilience; Putting clients and community first; Commitment to collaboration and teamwork

We are an Equal Opportunity Employer.

Aurora Mental Health & Recovery and subsidiaries (AMHR) are dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, military status, genetic information, or any other status protected by applicable state or local law. We do not tolerate discrimination in any form or context including harassment or exclusion.

Diversity Statement.

We are committed to the values of diversity, equity, and inclusion, and strive to ensure that it is interwoven into the fabric of our organization. We support and nourish an inclusive and welcoming environment for employees from diverse backgrounds.