Customer Service Representative of BestResponse Intensive Crisis Center

Customer Service Representative of Best Response Intensive Crisis Center

FLSA Status: Non-Exempt

Pay rate: $18.00

Schedule: Full Time, Day Time Shifts

We’re proud to offer competitive differentials to reward your commitment and specialized skills:

• Crisis Differential - Earn up to $2,500 annually
• Shift Differential - Earn an additional $1.00/hour for shifts from 4PM-12AM
  , and $1.50/hour for shifts from 12AM-8AM
• Language Differential - Bilingual? Let us know during the hiring process, you may be eligible to earn an extra $1.25/hour

• Greet all visitors that come to the office and notify appropriate staff of their arrival as applicable.
• Manage and maintain the waiting room area, including cleanliness and sanitation.
• Open and close the front office as needed.
• Manage the consumer arrival and departure process by check- in, schedule and reschedule appointments.
• Input and update consumer charts as needed or requested.
• Update insurance information by sending an email to Insurance Verification Team.
• Obtain paperwork for clients without insurance for sliding scale fee.
• Request and obtain payments for services.
• Performs filing, photocopying, general document creation, type letters, memos, and reports as needed.
• Meets agency Key Performance Indicators.
• Answer and route incoming phone calls.
• Receive and distribute interoffice mail, incoming faxes, postal mail, and deliveries.
• Monitor building cameras for unusual activity and report to supervisor as applicable.
• Monitors incoming faxes daily and forwards/scans appropriately.
• Completes registration and required paperwork for new consumers during same day access.
• Obtain Release of Information (ROIs) paperwork yearly and as needed for clients.
• Review and complete site specific reports on a regular scheduled basis.
• Schedule all telehealth services and send links requesting telehealth payments to clients
• Files and scans consumer documents into the EMR
• Completes daily scheduled audits (check in/no shows)
• Enter new clients & program participation into appropriate Electronic Medical Records Databases.
• Manages client transportation needs including Medicaid Answering Services (MAS) system as applicable.
• Prepare letters to request medical records and client authorizations and maintain a log of requests and record received per HIPAA compliance regulations.
• Sends Primary Care Physician (PCP) & other providers correspondence letters as well as outreach letters to current clients.
• Assigns, removes, and updates client encounters in EMR as needed.
• Maintains client confidentiality at all times following all agency and HIPPA policies.
• Completes all trainings required by the agency.
• Performs all other duties as assigned.

• High School Diploma (or equivalency)
• At least 1 year of experience in a medical office or in customer service setting preferred.
• Must have experience using basic office technology including the full Microsoft Suite (Word, Excel, Outlook, Teams), copiers, faxes, scanners, phones.
• Ability to adapt and learn new programs.
• Ability to work flexible schedule, including evenings, weekends, and holidays.
• Must have ability to exercise empathy to be able to effectively and appropriately assist, either in person or by phone, all clients, especially individuals in crisis.
• Excellent communication skills and working relationships with all stakeholders in the agency.
• Experience with phone triaging skills, preferred.
• Ability to multi-task and be organized in a fast paced environment.
• Reliable transportation with ability to travel between sites as needed.
• Ability to maintain confidentially.
• Understanding of basic insurance terminology (copay, deductible, co-insurance, etc) preferred.
• Valid NYS Driver's License. (Float CSR only)
• Must have accredited NYS Defensive Driving course; or obtain within 15 days of hire and send certification of completion to Human Resources. (Float CSR only)
• Must maintain active NYS Defensive Driving course every 3 years and send a copy of the new certification of completion upon expiration. (Float CSR only)
• Must maintain valid vehicle inspection, registration, and insurance cards and send updated copies to Human Resources upon expiration. (Float CSR only)

• Welcoming, team environment, that inspires you to thrive and be your Best Self!
• Generous paid time off
• Various student loan forgiveness programs
• Multiple and diverse health insurance options
• Many other unique lifestyle & personal insurance options
• Defensive driving course reimbursement (if required for position)
• Career growth and advancement opportunities
• We look forward to telling you more!