Customer Representative​/CHAT

Position

Aurora Mental Health & Recovery (AMHR) is seeking a full‑time Bilingual Customer Help and Access Team (CHAT) Representative to provide compassionate, solution‑focused support to individuals seeking mental health services. The CHAT team is a multidisciplinary group that responds to client inquiries, troubleshoots issues, and provides information, intervention, or referrals both telephonically and in person. This position plays a vital role in ensuring a seamless, professional experience for clients while protecting confidentiality and promoting access to care.

This position works Monday–Friday 8:00 am–5:00 pm. The role is fully in‑person initially, with eligibility for a hybrid model after the 90‑day introductory period and full training. Employees may work from home on Fridays or a mix of remote and in‑office work, with an expectation of being in the office two days per week and working from home three days. The schedule may be adjusted based on training, department, client, and community needs.

The starting wage is based on experience and company equity. Paid bi‑weekly.

• $19.29 – $27.50 per hour

Employees who successfully pass a language assessment are eligible for a fixed differential of $6,000 per calendar year, paid bi‑weekly across 26 pay periods and prorated based on hire date and full‑time equivalency. Eligibility and payment are subject to the language requirements of the position and the employee’s demonstrated proficiency in the language.

• Greet all external and internal customers with dignity, respect, professionalism and superior customer service; timely answer incoming calls, effectively respond to and resolve concerns, or transfer the caller to the appropriate location for further assistance; identify the immediate crisis of callers and connect them to the appropriate staff or resource.
• Assist clients with scheduling, re‑scheduling and cancelling appointments, completing intake paperwork and required forms, and connecting client with other resources that may be available to them.
• Enter initial demographic information and financial information, verify appropriate documents are scanned into the EHR, verify insurance prior to client receiving services, advise clients of their co‑pays/coinsurance before appointment, and work with billing as needed. Ensure client inquiries, registration forms and other forms are accurately entered and completed in the EHR for clients to receive services.
• Assist with internal testing of EHR updates and enhancements; work cooperatively with other community agencies, partners, subsidiaries to establish good rapport and collaborative working relationships; create and complete specialized reports and work on specialized projects within the team or departments.
• May complete screening of clients.
• Responsible for inventory of forms, office equipment and supplies; order supplies when requested and monitor equipment to ensure it is operable for staff, requesting a service technician when needed.

• High school diploma or equivalent.
• One year of customer service or call center experience.
• Required:
  
  Bilingual Spanish/English; ability to interpret documents in English (Spanish if applicable).
• Preferred: experience in human services, medical/healthcare, social work, counseling, community‑based programs.
• Ability to remain calm while interacting with staff and clients, especially those with behavioral health diagnoses, who may be challenging in person or via phone.
• Ability to be flexible with the business needs of the agency and adapt to a consistently ever‑changing fast‑paced environment.
• Excellent interpersonal, organizational, and communication skills, and ability to work with a diverse population.
• Ability to multi‑task and prioritize responsibilities, be detail‑oriented, and demonstrate efficient use of time.
• Computer skills, with experience using Microsoft Office programs, including Word, Outlook, Excel.
• Excellent written and verbal communication skills.

All employees are required to receive an annual influenza (flu) shot before their first day of work. Proof of the flu…