Customer Service Rep OSAR Outpatient SUD Services

Description

This position reports directly to the Program Administrator for SUD services and will work closely and provide support to the OSAR team and Outpatient Substance use services team.   

This position exemplifies service excellence by the interactions with individuals in services and other LifePath Systems staff with a trauma-informed and person-centered approach. This position requires accuracy, attention to details, initiative and a pro-active approach to duties and responsibilities while working with the individuals in services, clinical team, and co-workers.

This position practices good stewardship of resources by ensuring all required trainings are completed prior to due date and center-issued equipment is kept in good repair. 

Integrity is necessary to ensure adherence to the Health and Human Services Commission, Texas Administrative Code, contracts, and any other applicable grants, and Lifepath Systems policies and procedures. This position must demonstrate a positive attitude, considerable latitude for independent judgment, professional ethics, appearance, and conduct. 

This position builds positive relationships with community-facing agencies and always maintains a professional relationship with all community stakeholders and partners. This position demonstrates professional conduct with Peers, Leadership and Support teams at all times. 

This position is required to work independently and collaboratively to maintain appropriate boundaries and foster better outcomes for individuals served and community partners and facilitating improvement in measurable ways, is central to LifePath Systems mission to serve. This position must have the ability to assess and de-escalate behavioral health crisis situations in calm and respectful manner. 

Specific Targets: 
Provide quality customer service to all individuals checking in for appointments with the OSAR counselors and OP SUD counselors; answer and screening phone calls, takes messages, provides information and transferring to the appropriate person/department; assists with scheduling and rescheduling appointments; accurately updates information in medical record and scans documents into medical record efficiently; and other general office duties as needed. 

This position will assist OSAR staff in responding to referrals (email referrals, internal referral documents, phone referrals, etc.) within 24 hours and reaching out to individuals to explain the walk-in process.   This position will make 3 follow up calls for individuals seen by OSAR to ensure that they were connected to treatment within 10 days of OSAR screening.   This position will make follow up calls weekly for individuals needing to provide financial documentation. 

If Bilingual and receiving stipend, employee will be available to translate for other staff as needed and will utilize approved language in the provision of services as needed. 
 

Qualifications

•    High School Diploma or General Education Degree (GED) required
•    3 years of experience working in a mental health clinic, substance use treatment facility, medical office, agency or hospital with knowledge of scheduling, insurance verification and billing and collections is preferred.
•    Bilingual (English/Spanish) preferred.

Salary : $31,800 - $37,100