What are the responsibilities and job description for the Client Service Representative position at Kenneth Young Center?
Client Services Representative
Kenneth Young Center is a 501(c)(3) not-for-profit dedicated to providing comprehensive outpatient behavioral health services to individuals of all walks of life. Located in the Northwest suburbs of Chicago, we offer a wide range of services including outpatient therapeutic care, recovery-oriented support, community prevention, LGBTQ outreach, older adult services, and crisis intervention. Our team welcomes and celebrates unique perspectives and represents the diversity and vitality of our local communities. Join our team to grow in your career while building stronger, healthier communities.
Kenneth Young Center offers a robust benefit package that is highly competitive to the market and offers all full-time employees the following:
- 403(b) plan with organizational matching
- Medical Insurance (Blue Cross and Blue Shield of Illinois - BCBS)
- Dental (BCBS), and Vision Insurance (BCBS) with low employee premiums
- Long Term and Short Term Disability (BCBS), no cost to employee
- Flexible Spending Account (with annual rollover)
- Basic life insurance (50k) paid for by the organization and option for additional voluntary coverage for self, spouse, or dependents (BCBS)
- Incentive program with potential for quarterly bonuses
- Opportunity for annual bonus and salary increase (discretionary based on annual KYC financial audit)
Eligibility to participate in the Public Service Loan Forgiveness Program (PSLF)
To further promote an active and healthy work/ life balance, KYC also offers a generous amount of paid time off and staff holidays.
To further promote an active and healthy work/ life balance, KYC also offers a generous amount of paid time off and staff holidays.
- 4 weeks of Paid Time Off (With increases based on seniority)
- 8 Paid Organization-Wide Holidays
- 3 Personal Floating Holidays annually
Job Scope: Join the reception team at a thriving behavioral health and social services agency, acting as the first point of contact for clients and visitors. Client Services Representatives perform a variety of administrative duties that support daily operations and clinical staff, including checking in clients for appointments, greeting visitors who enter the lobby, answering incoming calls and routing to appropriate extension, appointment scheduling for psychiatric providers, accepting payments for client accounts, and sorting incoming mail and faxes. Customer service skills and an interest in serving the community are essential.
Primary Responsibilities:
Primary Responsibilities:
- Complete check-in process for clients arriving on-site for appointments.
- Greet clients when they enter the lobby.
- Notify client of account balance or fee for service, if applicable. Collect payment and provide receipt, entering any cash payments immediately.
- Notify provider of client’s arrival via electronic recordkeeping system.
- Scheduling for psychiatric providers
- Use electronic client management system to schedule clients for follow-up appointments with psychiatric providers at prescribed intervals.
- Provide outgoing reminder calls one business day prior to all medication management appointments and two days prior to psychiatric evaluations.
- In the event of physician unscheduled absences, contact scheduled clients and reschedule psychiatry appointments.
- Maintain cancellation list and contact with last-minute availability.
- Provide customer service and administrative support to clients and staff.
- Answer incoming calls to the reception phone line. Use active listening and communicate caller concerns to the respective clinician and/or program management.
- Monitor voicemail messages for reception line and respond to calls received during shift.
- If urgent situation arises during shift, immediately connect clients with crisis staff and/or program supervisors or managers.
- Mail and Fax
- Sort incoming mail and distribute to appropriate staff mailboxes
- Process mail through postal meter
- Postal meter – monitor postage and replenish electronically via phone line as needed
- At least once per shift check the fax machine and distribute uncollected faxes to appropriate staff mailboxes.
- Other duties as directed by supervisor.
Education and Experience
- H.S Diploma required.
- Previous customer service experience required.
- Minimum two years’ previous experience in an office environment.
- Experience in behavioral healthcare setting preferred.
Schedule
- Non-Exempt, Full-Time, 37.5 hours per week
- Will occasionally be asked to work a flexible schedule to provide coverage for other client service representatives.
Kenneth Young Center is an Equal Opportunity Employer
