Customer Service Representative: Salary Range $29,439-$32,169 / annually

JOB PURPOSE: Provides administrative and technical support to the Team Leader and their associated staff and volunteers, as needed. Coordinates the gathering and dissemination of information regarding strategic planning, key performance measures, policy and contract compliance, and other reporting as requested. Provides exceptional customer service. Serves as backup to other support staff when necessary to assist in managing the unit.

EDUCATION AND EXPERIENCE REQUIRED: High School diploma or GED required and at least one year of increasing responsible experience in administrative or office practices. Knowledge of word processing and computer data entry is required.

Degree And/Or Certification Required (if Applicable)

DRIVING REQUIRED: No

Knowledge, Skills & Abilities

• Good spelling and grammar skills.
• Ability to compose memos, letters, and various complex reports and miscellaneous other documents with acceptable spelling and grammar. Ability to navigate medical software, if applicable.
• Computer ? skilled in the use of technology with Microsoft Office and all Google applications.
• Problem solving skills
  
  

OTHER REQUIREMENTS OR CONDITIONS (specify)

• May be required to interact with other consumers, referral sources, outside agencies, and family members to determine needs and actions to be taken.
• Current State of Texas Driver License or if you live in another state, must be currently licensed in that state.
• Liability insurance required if employee will operate personal vehicle on Center property or for Center business. Must be insurable by Center's liability carrier if employee operates a Center vehicle or drives personal car on Center business.
• Must complete all training requirements in month in which they are due.
• Availability of a personal vehicle for business use may be required.
• Work will take place within office setting
• Must submit to and pass a pre-employment drug test
• Must successfully pass all background screens as required by the state
• Ability to input data into computer, make calculations, complete paperwork, produce reports.
  
  

Essential Tasks & Standards

• Perform/handle outbound or inbound customer communications via phone or email.
• Performs a variety of administrative support functions for Team Leaders including scheduling appointments, completing applications for patient assistance programs, ordering office supplies, collecting documentation from clients and updating their information, etc.
• Serves as back-up to Administrative Assistant in assigned unit.
• Ensures that all information provided is accurate and up to date.
• Ensures that HIPAA guidelines are enforced when providing information.
• Utilizes Trauma Informed Care knowledge to interact with consumers, staff, etc.
• Uses Customer Service skills to manage Crisis Situations when appropriate.
• Knowledge of the other units and contacts in Spindletop.
• Update Program Database accurately
• Identify and escalate data or program specific issues to appropriate level of management
• Meet or exceed Company's key performance standards and quality objectives
• Work as an integral part of the Delivery Services team; contributing to the department's ability to consistently meet and exceed Contact Center performance goals
• May be responsible for multiple programs and working cross-functionally through program areas
• Participate in the Company's Virtual Office program ? a requirement for remote positions.
  
  

Work Behaviors & Standards

• Attends work regularly and punctually in order to provide reliable and consistent coverage in area of responsibility. Arrives at designated time and departs according to schedule. Maintains a willingness to adjust schedule to meet the needs of the situation. Makes every attempt to pre-schedule absences and provide dependable coverage and service. Complies with Center policies regarding leave usage, absenteeism, and tardiness.
• Interacts with person served in an emotionally supportive and/or therapeutic manner in order to provide an environment of caring, dignity, and respect.
• Works harmoniously with fellow employees, supervisors, family, and friends of persons served, and the public in order to create an environment of caring, dignity and respect, and that allows for the accomplishment of the Center's mission.
• Utilizes work time effectively to insure that all assignments are completed in a thorough and timely manner.
• Abides by all Center policies and procedures regarding training objectives and requirements including those that relate to safety and infectious disease control. Will keep all Staff Development mandatory trainings current.
• Adheres to Center policies and procedures and all applicable requirements and regulations of HHSC, CMS, Texas Administrative Code, CARF, relevant contracts and all other applicable regulatory bodies.
• Maintains confidentiality regarding consumers, records, personnel, and other sensitive and confidential information in order to comply with Center, state, and federal policy.
• Conducts all aspects of employment in accordance with Center's Compliance Program.