Customer Service Representative and Recipient Rights Liaison

What we are looking for:

As a Certified Community Behavioral Health Clinic, CNS Healthcare's mission is to serve the people of our communities. The Customer Service Representative & Recipient Rights Liaison serves as an initial point of contact for internal staff and individuals served to field questions or concerns relating to standards of service and/or recipient rights. They serve as a liaison and help to coordinate with internal and external parties to provide information and to help facilitate resolving any type of customer concerns.

The pay range for this position is $44,000 - $51,750 and is based on non-discriminatory factors such as skills and experience.

As a member of our team, you will have an opportunity to make a meaningful impact on our community and the lives of the individuals that we serve. CNS Healthcare provides a robust total rewards program to support our team members and their loved ones. We’ve shared some highlights below, but you can visit the benefits guide posted on our careers page to learn more!

• Comprehensive medical insurance options
• Employer‑paid benefits including dental, vision, life, and short‑term disability insurance
• Retirement program with generous company default contribution and match
• Generous PTO program starting at 23 days annually
• 16 paid holidays, including 3 floating holidays
• Paid parental leave
• Student loan forgiveness eligibility, including Public Service Loan Forgiveness (PSLF), HRSA, and more

Please see below for a summary of job responsibilities and qualifications!

• Provide access to general information regarding CNS Healthcare, community mental health, and the services provided.
• Provide support and collaboration between persons served, staff, and community members.
• Monitor, assist, and resolve any customer service concerns, grievances, and any level of due process.
• Receive, document, investigate, reply, formulate a solution, and resolve or elevate any customer service complaint.
• Provide education and written materials regarding Recipient Rights.
• Documents, reports, and coordinates with the Office of Recipient Rights.
• Ensure that all Recipient Rights booklets and/or materials and required visual information is accessible in the lobbies.
• Gather materials needed for the appropriate county’s New Member/Intake packets.
• Create and administer surveys for data gathering related to customer service and other related areas.
• Monitor customer service and grievance logs.
• Collaborate with the Total Quality Management (TQM) department to implement changes in standards of service.
• Participate in community events, conferences, professional organizations, and educational programs to maintain up to date knowledge as assigned.
• Ensure compliance with Limited English Proficiency Policy.
• Act as a contact person for staff and persons served regarding interpreters, translated materials, and assistance with obtaining assistive technology, such as braille and voiced materials.
• Provide forms and general information regarding CNS Healthcare services, local resources, and Advance Directives to staff and persons served.
• Create, monitor, and analyze regular reports based on documented information from the Customer Service team and Strategic Plan for necessary committee, department, or contractual requirements.
• Monitor, document, and respond to cards from Suggestion/Praises box.
• Participate in accreditation reviews, initiatives, agency focus groups, work groups, and committees as assigned.
• Support the development of agency staff and community partners by providing training (including Recipient Rights) as assigned.
• Utilize motivational interviewing strategies and a trauma‑informed approach to engage with and provide service to individuals.
• Complete all required documentation completely, accurately, and in accordance with CNS
  policy.
• Meet direct service productivity and documentation standards per agency and program expectations.
• Maintain compliance with quality care initiatives including Meaningful Use (MU), Medicare Merit Base Incentive Payment System (MIPS), Commission on Accreditation of Rehabilitation…