Customer Service Representative

Customer Service Representative

Under general direction performs customer service representative duties within the department assigned; work varies little, requiring individual judgment within the specifically assigned office protocol, and within EMCMHC policies and procedures.

Major areas of accountability and performance:

• Primary responsibility as a customer service representative, answering the phone, screening and directing phone calls, and scheduling appointments
• Working knowledge of both Mental Health and Chemical Dependency ARM and current policies
• Working knowledge of Montana Medicaid, insurance, and sliding fee
• Assisting clients in applying for Medicaid, waiver, state CD plan, or sliding fee
• Facilitating admission of walk-in clients as needed and completing admission forms and explaining confidentiality
• Scanning all documents into patient accounts in Credible
• Assisting counselors, nurse practitioners, clinicians, case managers, CRS staff, and AGH staff as needed with admissions, updates, treatment plan reviews, SED/SDMI forms, CSRs, and discharges
• Overseeing PFL, MIP, CD groups, and 6 hour education classes
• May oversee Telemed services as a site facilitator
• Attending weekly staff meetings and recording the minutes from these meetings on a weekly basis
• Maintaining the filing system including client records, crises notes, and professional staff materials
• Functions in all aspects normally associated with the role of customer service representative at EMCMHC
• Performs other duties as may be assigned

Supervision - responsibility for work of others: None

Examples of performance criteria and expectations:

• Regularly checks and processes client records per EMCMHC policy, maintains records, and the filing system
• Composes standard correspondence and types reports, progress notes, initial assessments, psychological evaluations, and all required forms
• Distributes incoming and outgoing mail, coordinates and purchases supplies for the office, maintains office routine and general office appearance
• Satellite office customer service representatives shall contact the site facilitator of any changes in their Telemed schedules
• May, if involved with the Telemed services, keep track of site log attendance for groups or any Telemed presentations and forwards the information to the site facilitator

Education, training, and experience:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Must be a minimum of 18 years of age
• High school diploma or GED preferred
• Must have ability to communicate orally and in writing
• Work is generally performed in an office
• Possess typing and computer skills
• One (1) year of demonstrated work experience in an office setting
• Must complete Credible EHR functionality and overview training within the first month of employment and maintain certification throughout employment
• Must possess certification to enter SAMS records
• Must possess a valid Montana Operator's License (If your own personal vehicle is used to transport any client, your vehicle must have insurance that will cover passengers)
• Physical requirements may require lifting up to 35 pounds (greater with assistance), bending, stooping, climbing steps, and prolonged sitting

Reasonable accommodations may be made to enable individuals with disabilities to perform any non-essential job function. Eastern Montana Community Mental Health Center is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin, marital status, military status, or disability.