Customer Service Representative

Customer Service Representative

Gulf Bend Regional Plaza, 6502 Nursery Drive, Suite 100, Victoria TX 77904

$13.00/hour

Non-exempt

Full-time;
Monday through Friday, 8:00am to 5:00pm

Required:

High School Diploma or GED equivalent.

Preferred:
One-year experience working in a multispecialty group practice or healthcare system.

Responsible for the registration process, delivering information regarding program eligibility, assistance in completing all necessary paperwork with customers, answering and directing phone calls and scheduling customer appointments with the appropriate provider.

• 1. Welcomes customers, visitors, and all staff.
• 2. Answer and directs incoming phone calls as needed.
• 3. Schedule customer appointments and follow-ups.
• 4. Exhibits thorough understanding of Gulf Bend Center operations and menu of services and all applicable intake procedures. Explain menu of services and related paperwork (consents and customer handbooks) as needed.
• 5. Ensure customer information is up-to-date and accurate in the Electronic Health Record.
• 6. Educates customers on insurance coverage and related information, balances due, and other financial information.
• 7. Identifies crisis situation and facilitates an appropriate response.
• 8. Communicates quickly, proactively and effectively with registration team, business team and program staff to stay on top of registration process.
• 9. Maintains awareness of waitlist, capacity and requirements.
• 10. Collect payments when applicable and maintain the cash draw and daily deposit log.
• 11. Provides empathetic guidance, problem solving, support, and assistance to all customers and program staff.
• 12. Travels to Satellite Clinic and work late clinic following a scheduled rotation.
• 13. Prepare Routing slips for appointments.

A trauma-informed approach to care "realizes the widespread impact of trauma and understands potential paths for recovery; recognizes the signs and symptoms of trauma in clients, families, staff, and others involved in the system; and responds by fully integrating knowledge about trauma into policies, procedures, and practices, and seeks to actively resist re-traumatization." The six key principles of a trauma-informed approach include: safety;

trustworthiness and transparency; peer support; collaboration and mutuality; empowerment, voice and choice; and cultural, historical and gender issues (Substance Abuse and Mental Health Services Administration [2014]).

The Three E's of Trauma:
Events, Experiences, and Effects.

The Four R's:
Key Assumptions in a Trauma Informed Approach - Realization, Recognize, Respond, Resist Re-traumatization.

Abilities required to perform the essential and marginal tasks of this job:
Walking, Operating office equipment, Standing, Light lifting (under 15 lbs), Sitting, Ability to see, Identify colors, Light carrying (under 15 lbs), Hearing (with aid), Straight pulling, Ability to write, Ability to count, Ability to read, Simple grasping, Ability to tell time.

Work site and environmental conditions that apply to this job: