CAPS Assistant (Call Center) $16.57-$21.54

Description

Job Summary

As a member of the Centra Wellness Network (CWN) team, this person is responsible for performing a variety of duties related to the Customer and Provider Services (CAPS) department. The CAPS assistant (call center) acts as the initial contact persons for community members’ inquiries, new consumers requesting services from CWN, and to all who seek help. Incumbents in this classification additionally assist in performing clerical functions, custodial duties or other routine tasks. Staff must possess computer, typing, grammar, punctuation, proofreading, transcription, phone proficiencies and excellent communication and customer relations skills to effectively interact with staff, customers, business partners and community stakeholders. Additionally, the employee must exercise independent decision-making and work effectively in a team-based environment. The employee will complete other tasks as needed in various programs as assigned by supervisor.

Essential Functions

• Functions as the initial contact person to community members in order to promote access to high quality care.

• As a CAPS Team member, engages in cross training to cover other department or agency office support as needed.

• Performs call center functions such as answering calls and handling inquiries, redirecting calls as appropriate, and providing information for appropriate resources.

• Provides office support services such as data entry, typing, filing, scanning, copying, faxing, sorting and distributing mail, and performing other similar duties in order to ensure efficiency and effectiveness within the office.

• Performs clerical duties such as maintaining current and accurate files, and posting information to electronic records in order to maintain administration, and business records and reports.

• Communicates with insurance companies/plans regarding consumer coverage, regulatory requirements and service authorizations.

• Communicates regularly with the agency finance department as well as with other clerical staff regarding their responsibilities to the insurance companies.

• Communicates with the Department of Health and Human Services, hospitals, primary care entities and other agencies as necessary to promote access to care.

• Interacts with consumers, consumer guardians, agency personnel and the general public on the phone.

• Enters demographic and billing information as well as front desk scheduling in the EHR.

• Participates in meetings and trainings as requested to maintain or improve proficiency.

• Assists with routine tasks as assigned by supervisor.

• Complies with all policies and procedures of the agency.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Qualifications, Skills, and Conditions

Knowledge, Education and Training (licenses, programs, or certificates):

• High School Diploma or equivalent required.

• Training/experience in a number of computer software programs including Word, Excel and scheduling required.

Experience: One to three months related experience and/or training preferred. Lived experiences with mental illness, developmental disabilities, and/or substance use disorders valued.

Interpersonal and Communication Skills: Regularly obtaining and exchanging information, engaging others in conversation and responding to questions on a moderate level.

Guidance/Work Direction Received: Typically follows specific and defined policies, procedures or instructions (written or verbal) in carrying out virtually all job duties however, minor discretion is expected.

Supervisory or Managerial Responsibility: No supervisory or managerial authority.

Visual Concentration: Requires an above average level of visual concentration on a regular basis.

Job Complexity: Regularly requires use of data and information, which is primarily factual in nature. The steps, methods or approaches followed in carrying out planning problem solving, analyzing, or decision-making are normally apparent or pre-defined. Needed data and information are readily available or obtainable.

Job Impact:

• Impact on measures of financial activity or results is relatively minor.

• Opportunity for errors in judgment impacting the well-being or legal rights of others is relatively minor.

Working Conditions:

• No unusual physical exertion is required.

• Desk job requiring long periods of sitting.

• Work is typically carried out in an agreeable environment as generally represented by normal office conditions.

• Tasks performed and the location of the work are such that the incumbent’s exposure to accident and health hazards is unlikely.

Specific Requirements:

• Must have a valid Michigan driver’s license and a good driving record.

• Must be available to work a fully flexible schedule including evenings, weekends, and holidays.

Salary : $17 - $22