What are the responsibilities and job description for the Front Desk Crisis Center - Part-time position at DuPage County Health Department?
We are adding a new part-time Customer Service Representative position at our Crisis Center. In this role, the ideal candidate will be providing front desk duties to Health Department clients. Work involves preparing and gathering relevant paperwork and data to identify the requested need of the caller while providing rapid and accurate screening and referral for services.
The hours for this position are Monday, Tuesday, Wednesday and Thursday from 4:00 pm to 7:00 pm. *Hours may increase to 16 hours per week, based on operational needs.
- Provides general and specific information regarding departmental policies, procedures and programs to the public.
- Conducts pre-screening activities; directs individuals to the proper location, resource and/or staff; checks in customers.
- Schedules follow-up appointments; collects various methods of payment including cash and credit card transactions.
- Notifies staff promptly when an individual arrives for an appointment.
- Prepares client charts and files.
- Answers phones; receives and/or identifies and resolves complaints in accordance with department policies, practices and procedures and standards.
- Screens for eligibility for programs or services.
- Listens and responds to client’s concerns and questions in order to complete the intake process.
- Gathers basic information from the caller including demographics to begin intake process.
- Processes incoming and outgoing calls through the operations of a call distribution center.
- Provides general information to County residents/clients in response to direct inquiries regarding services, locations and other matters, or refers questions to appropriate parties.
- Compiles data on number of calls, follow-up calls, and source referrals for review by supervisor; schedules appointments.
- Answers TDD calls; operates a personal computer; maintains confidentiality of privileged information and adheres to patient privacy laws.
- Adheres to department guidelines for attendance and punctuality.
- Maintains required training, licensure and/or certification.
- Demonstrates sensitivity and understanding of other ethnic groups and cultures.
- Participates in emergency response activities as assigned.
Good knowledge of customer service techniques; good knowledge of intake policies and procedures; good knowledge of public and private resources; good knowledge of the operation of a call distribution and information center; good knowledge of grammar, punctuation and spelling; good knowledge of word processing and spreadsheet computer software; some knowledge of current office practices, procedures and equipment. Working skill in client service programs, requirements, and the eligibility process; working skill in understanding the problems, needs and motivations of clientele; working skill in the operation of a call distribution and information center including distinct enunciation, courtesy and accuracy; working skill in using a personal computer, applicable software and peripheral equipment; working skill in written and verbal communication; working skill in developing and maintaining positive and professional relationships with internal and external customers; some skill in performing clerical duties and operating related office equipment.
TRAINING, EDUCATION AND WORK EXPERIENCE:
Two years of experience working in a human/social services-related field coupled with one year of customer service experience; the completion of two years of college coursework in Social Services; or an equivalent combination of training and experience.
ADDITIONAL REQUIREMENTS:
Designated positions may be required to be bi-lingual, Spanish speaking, based upon the populations served; the ability to pass a typing test with a net score of 30 words per minute.
Salary : $16
