Customer Service Representative

Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team!

JOB DESCRIPTION:

UMMARY OF POSITION

Provides brief telephone triage screenings to individuals requesting outpatient services, including data gathering, data entry, consulting on program and treatment options, and scheduling based on program criteria in a fast-paced centralized call center.   Manages incoming internal and external referrals to outpatient programs.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provides telephone brief screenings of clinical needs, and funding sources, to individuals and families requesting outpatient services, documenting in Avatar.
• Monitors appointment availability to identify service access issues and notifies supervisor as well as program supervisor.
• Coordinates and schedules outpatient appointments and referral services for appropriate clients with disposition appropriate based on the brief screening.
• Establishes positive working relationships with other Centerstone programs and sites to ensure efficient client referral and coordination across continuums of care.
• Identifies quality and service access improvement opportunities and recommends appropriate action plans to address or resolve, with clients and with staff.
• Participates as a team member and contributes to the enhancement of the department.
• Coordinates and provides appropriate disposition for medication related calls, including refill requests, side effects, & prior authorizations.
• Assess and provide interventions for at crisis callers via phone using active listening, crisis intervention and suicide risk assessment skills
• Manage reports to monitor and make re-engagement efforts to high risk populations.

KNOWLEDGE, SKILLS & ABILITIES

• Effectively communicate via written, verbal, in person and virtual methods.
• Strong team oriented attitude.
• Exceptional customer service skills (internal and external), with a clear and compassionate speaking voice.
• Superb organizational skills.
• Attention to detail,
• Excellent data entry.
• Independent worker capable of multi-tasking and adaptability to change.  
• Ability to type a minimum of 35 wpm required.
• Problem analysis and problem solving.  

QUALIFICATIONS

Education Level              

High School diploma or GED required.

Years of Experience       

Experience working in mental health and/or substance abuse fields preferred.  Knowledge or experience with FL- Medicaid and/or Insurance preferred.  

Certification/Licensure 

N/A

PHYSICAL REQUIREMENTS

Standing – 20%

Sitting – 80%

Squatting – Occasional

Kneeling – Occasional

Bending – Occasional

Driving – Occasional

Lifting – Occasional

DISCLAIMER

The duties and responsibilities described in this document are not a comprehensive list and additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands.

Time Type:

Pay Range:

Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:

• Medical, dental, and vision health coverage
• Flexible Spending and Health Savings Accounts
• 403b retirement plan with company match
• Paid time off and ten paid holidays
• AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
• Diversity, Equity, and Inclusion employee resource groups
• Continuing education opportunities
• Employee Assistance Program

Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. Centerstone does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our beliefs toward diversity and inclusion.

Our approach to diversity is simple—it’s about embracing everyone. Together, we continue to develop an inclusive culture that encourages, supports and celebrates the diverse voices and experiences of our employees. It powers our innovation and connects us closer to each other, to our clients and the communities we serve. We strive to create a workplace that reflects the growing world around us, and where everyone feels empowered, safe and welcomed.

Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety.

Salary : $15 - $21