Customer Service Representative

Position: Customer Service Representative I
The Customer Service Representative (CSR) will support and promote FBH’s vision and mission to enhance and change lives. The CSR greets customers, checks customers in for their appointments.  The CSR performs duties that support the clinical team such as centralized scheduling, appointment confirmation and back fill management; maintaining high levels of verbal and written communication with customers, staff and community partners.

The CSR is an integral part of each clinical team and is cross-trained to work at any FBH location as needed.
The CSR provides a warm, welcoming and professional environment while enhancing the quality of client care by providing support that optimizes clinical productivity and assists customers in their recovery and wellness.
* Greet each customer whether by phone or in person, in a warm, welcoming and professional manner.
* Provide support for clinical staff to maximize their ability to provide direct care and improve efficiencies to maximize customer service.
* Manage the Confirmation Process which involves scheduling for Prescribers and clinicians.
* Manage the Back-Fill process to maximize the availability of direct care for customers.
* Check customers in for appointments using the electronic health record.
* Maintain the appearance of the waiting room by ensuring the environment is clean, organized, flyers stocked, etc.
* Ensure that all visitors are promptly attended to.
* Demonstrate a positive attitude and efforts toward meeting the needs of internal and external customers.
* Effectively utilize customer service and motivational interviewing skills to promote appropriate customer-centered care and to promote a safe and welcoming environment.
* Demonstrate flexibility in responding to change and in working with diverse groups and individuals.
* Demonstrate promptness and reliability in attendance, work deadlines and in performing tasks. Complete all assignments without prompting.
* Provide coverage CRS coverage at any FBH location in the Spokane area as requested, (e.g., AOP, IOP, Valley, Main Center, Child & Family, Elder Services, Crisis Response Services, PBX switchboard and Physician Appointment Scheduling).
* Participate in team meetings.
* Demonstrate a positive, solution-focused perspective towards organization goals and when working with co-workers and supervisors.
* Support and encourage a harmonious working relationship within and between departments.
* Other duties as assigned.
* High school graduate or equivalent.
* Customer Service experience.
* Must possess excellent communication skills including the ability to send and receive oral and written messages, in a clear, positive, prompt and appropriate manner, while maintaining customer confidentiality.
* Must be able to apply active listening techniques conveying respect, professionalism, engagement skills, positive attitude and empathy.
* Customer Service Representative I - $19.80 - $24.12
* Customer Service Representative II – $21.89 - $26.65
* Customer Service Representative III - $24.05 – $29.29
* Customer Service Representative I - $19.80
* Customer Service Representative II – $21.89
* Customer Service Representative III - $24.05
* Medical, Dental and Vision
* Retirement – We offer an impressive 403b plan including standard 3% employer contribution plus an additional 3% employer match.
* Flexible Spending Accounts
* Life Insurance – Company paid coverage that starts the first of the month following 6 months from your date of hire. It is the policy of FBH to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, pregnancy, marital status, familial status, citizenship, genetic information, national origin, veteran’s status, or any other basis prohibited by law, or their relatives, friends or associate and that ;

a) has the purpose or effect of creating an intimidating, hostile or offensive work environment, b) has the purpose or effect of unreasonably interfering with an individual’s work performance, or c) otherwise adversely affects an individual’s employment opportunities. Violations of this policy are strictly prohibited and will not be tolerated. This includes negative actions based upon an employee’s participation in activities identified with or promoting the interests of a protected group.
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