What are the responsibilities and job description for the Customer Service Specialist II position at The Children's Center of Wayne County?
Customer Service Specialist II
FLSA: Non-Exempt, Full Time, Work Hours between 7:30 am - 8:00 pm Monday - Friday
Core Values
· Dedicated-We are devoted, dedicated and always willing to pitch in.
· Passionate-We are passionate about what we do
· Accountable-We do what we say.
· Can Do Attitude- We have a "Can Do" attitude.
· Respectful- We always treat co-workers, donors and children and families with respect,
courtesy and patience.
To qualify for this exciting opportunity, you will need:
- High school graduate or equivalent, some college coursework preferred.
- Must be comfortable being the main point of contact, face to face and over the phone in a fast-paced office setting. The ability to multi-task effectively with minimal errors is highly desired.
- Must consistently demonstrate professionalism and a pleasant attitude, must possess good organization, written and verbal communication skills and be able to thrive independently and as part of a team.
- Previous customer service experience in a client facing CMH/healthcare position preferred.
- Ability to demonstrate basic computer skills. Experience with electronic health records (EHR) and insurance verification a plus.
- Ability to meet deadlines and effectively manage time and information according to HIPAA standards.
- Welcome clients and have knowledge of where in the organization information can be obtained regarding available supports, services and benefits.
- Verify client's insurance, collect copayments/coinsurance at the beginning /end of the client's appointment, when applicable.
- Assist clients in accessing the local appeals, grievances and rights complaint processes.
- Send out timely communication regarding all emergency code announcements. Complete incident reports accordingly within the required timeframe.
- Schedule, reschedule, cancel and confirm appointments in person and over the phone as required. Including reoccurring appointments and staff's unscheduled time off.
- Answer incoming calls and retrieve all voice mails left on the centralized scheduling voice message system and return calls within 24 hours of receipt.
- Check clients in/out for appointments via the EHR and/or other forms as required.
- Monitor lobby area, assuring that the needs of visitors and guests are met. This includes maintaining all forms and posters in lobby area. Copy, print, collate and distribute flyers and notice of trainings for families as requested.
- Must be flexible and able to work with a diverse population and available to work any shift that that agency is open, based on the needs of the department.
- Distribute bus tickets, call for cab services and/or coordinate Uber Health rides when identified by clinician. Request interpreter services for clients as needed. Accept mail/packages, date/time stamp all incoming mail.
- Must provide clearance that there is no record and/or convictions as a perpetrator of child abuse/and or neglect on the State of MI Child Abuse/Neglect Central Registry.
While you are taking care of our clients, we want to take care of you!
TCC offers a Comprehensive Benefits Package including:
- Robust Health Care and Benefit Package including:
- Medical
- Vision and Dental Plan sponsored 100% by The Children’s Center
- Matching 3% 403(b) retirement plan after one year, fully vested after two years of employment
- Life Insurance
- Long Term Disability sponsored 100% by The Children’s Center
- Longevity Pay
- Health Savings Account
- Dependent Care Account
- Tuition reimbursement
- Voluntary Benefits
- Critical Illness
- Accident
- Voluntary Life, voluntary spouse and dependent life
- Pet Insurance
- Legal Shield (prepaid legal services)
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
