Customer Service Specialist

Customer Service Specialist

Department

Customer Service

Created

10/7/2021

Reports to

Customer Service Manager

Revised

9/18/2024

FLSA Status

Non-exempt

EEO - 1

Administrative Support Workers

Position Type

Full Time

Travel

Occasional travel within service area

Work Hours

Monday – Friday, 8:00 am – 5:00 pm

Positions Supervised

None

Summary

The Customer Service Specialist position provides front office services in support of clients and provider staff as part of the agency’s Customer Service Department.

Essential Functions

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Schedules and reschedules appointments for staff in electronic medical record according to client or provider staff schedule changes for the designated site. Fills openings for all staff within the scheduling system for maximized billing potential.
• Accurately enters all required appointment information into electronic medical record.
• Answers all appointment calls within three rings in a professional and friendly manner and responds to inquiry or directs callers as needed.
• Handles incoming phone calls from clients needing to schedule or reschedule appointments.
• Notifies clients daily by telephone regarding upcoming intake dates and times.
• Communicates with provider staff regarding cancelling and rescheduling client appointments. Resolves cancelled services in the electronic medical record and communicates promptly calendar changes to the relevant staff.
• Follows up with clients to reschedule any missed appointments.
• Accurately documents interactions with clients in the electronic medical record.
• Notifies clients of cancelled appointments for providers who are unable to contact persons due to serious illness or emergency.
• Assists new clients with the registration and intake process, including distributing related forms, explaining various steps, and helping clients to get assigned as quickly as possible to a new therapist after the intake session is completed.
• Ensures client privacy during face-to-face and telephone contacts and demonstrates an understanding of client confidentiality to protect the client, CrossWinds, and staff.
• Maintains provider schedules, including vacations, meetings, trainings and coordinates such schedules with other staff as needed.
• Collects client fees at the time of each appointment and submits collections to the business office according to agency policy.
• Obtains all client signatures on required forms as designated, such as annual releases, consumer rights documentation, and fee updates.

Work Environment

This job operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and credit card machines.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This list is not exhaustive and may be supplemented as necessary.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; handle objects; grasp and reach for items with hands and arms; manipulate hands and fingers; climb stairs; balance; stoop, kneel, or crouch; and talk or hear. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Language skills are required, including the ability to read, write, comprehend, and speak the English language. This position also requires the ability to interpret written materials, write reports and business correspondence, and effectively present and respond to questions.

Important Information

This job description has been examined for compliance with the Americans with Disabilities Act (ADA) and the Fair Labor Standards Act (FLSA). The agency has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee’s ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the agency reserves the right to change this job description and/or assign tasks for the employee to perform, as the agency may deem appropriate.

Signatures

Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position.

Print Employee Name _________________________________________

Employee Signature ___________________________________________ Date ______________________

Skills & Abilities

Education

High school diploma or equivalent. Associate’s Degree is preferred.

Experience

Two years’ experience scheduling appointments in a medical or behavioral health environment is preferred.

Certifications & Licenses

N/A

Computer Skills

Computer experience in Microsoft Office programs and basic computer fluency.

Additional Qualifications

Ability to work with persons with serious emotional disturbance and/or severe and persistent mental illness; possess demonstrated interpersonal skills and ability to react effectively in a variety of human service situations; possess excellent customer service skills; ability to preserve confidential information; ability to be assertively professional in working with difficult clients or staff; ability to manage multiple calls and appointment requests or changes in an organized manner; ability to devise plans of action and regularly assess those plans.