Employment Type:
Full time
Posted:
11/12/2019
Job Category:
Customer Service
Industry:
Health Care & Medicine
Compensation:
11.64/hour
Customer Service Representative
(This job is no longer available)
Gulf Bend Center | Victoria, TX
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Job Description

POSITION TITLE:  Customer Service Representative                        

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

Competitive salary based on experience:  PAY GRADE:  8, min $11.64/hour 

EEOC CODE:   Clerical            FLSA STATUS:   Non-Exempt

SHIFT:  Fulltime; Monday thru Friday, 8:00am – 5:00pm


JOB PURPOSE:  Responsible for registration process - referrals, initial phone calls, follow ups, delivering information regarding program eligibility, assistance in completing all necessary paperwork with customers, and other duties as required; assisting current customers with scheduling appointments with the appropriate provider; communicating with Gulf Bend Center staff regarding customer information and availability; and other related assignments as directed by the Customer Service Lead.  Responsible for accurate documentation and detailed data entry into appropriate EHR; maintenance of provider schedule; delivery of quality and professional customer service to customers, referral sources, third party payers, providers and Gulf Bend Center staff; and providing leadership to registration team. 

ESSENTIAL FUNCTIONS and DUTIES:

1.  Welcoming to customers, visitors, and all staff.

2.  Thorough understanding of Gulf Bend Center operations and menu of services and all applicable intake procedures.

3.  Ability to explain menu of services and related paperwork (consents and customer handbooks).

4.  Ensure customer information is up-to-date and accurate.

5.  Ability to educate customers on insurance coverage and related information, balances due, and other financial information. 

6.  Ability to identify a crisis situation and facilitate an appropriate response.

7.  Quickly, proactively and effectively communicate with registration team, business team and program staff to stay on top of registration process.

8.  Maintain awareness of waitlist, capacity and requirements. 

9.  Collect payments when applicable. 

10.  Provide empathetic guidance, problem solving, support, and assistance to all customers and program staff. 

11.  Some travel to other locations could be necessary.

12.  Understand trauma informed services.

REPORTS TO:  Customer Service Lead 

LEVEL OF SUPERVISION REQUIRED:General

KNOWLEDGE, SKILLS, ABILITIES, and COMPETENCY:  

Trauma-informed: 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.

ESSENTIAL FUNCTIONS AND DUTIES:

1.  Understands trauma-informed services.

2.  Understands the Three E's of trauma-informed care.

3.  Understands the Four R's of trauma-informed care.

4.  Understands the six key principles of trauma-informed care.

General Competencies:

1.  Ability to meet deadlines and goals.

2.  Answering multi-line telephones in a professional and courteous manner.

3.  Ability to work in a fast-paced environment and manage simultaneous tasks and timelines.

4.  Detail-oriented.

5.  Passionate about providing quality customer service. 

6.  Must communicate effectively both orally and written. 

7.  Must have computer experience including: Microsoft Word, Excel, and Outlook. 

8.  Exhibits cooperative teamwork and always maintains calm and professional demeanor . 

9.  Models professionalism by appropriate dress, language, ethics and work habits.

EQUIPMENT, TOOLS AND MATERIALS:

1.  Computer, telephone, calculator, computer, fax machine, and copy machine are used in performance of essential job duties.

2.  Various forms of paperwork are handled in performance of essential job duties.

EDUCATION AND EXPERIENCE REQUIRED:

Required: High School Diploma or GED equivalent.

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

DEGREE AND/OR CERTIFICATION REQUIRED:  n/a

PHYSICAL REQUIREMENTS and ENVIRONMENTAL CHECKLIST:  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: Excessive noise/intermittent, inside, working closely with others, working alone. 

CRED/PRIV REQUIRED?  No    DRIVING REQUIRED:  No

INTERPERSONAL RELATIONSHIPS:

1.  Customers, family members, other service providers, referral sources, general public.

OTHER REQUIREMENTS OR CONDITIONS: 

1.  Current State of Texas Driver License or if you live in another state, must be currently licensed in that state. Liability insurance required.  

2.  Must be insurable by Center's liability carrier if employee operates a Center vehicle or drives personal car on Center business.

3.  Good driving record as defined by Gulf Bend Center.

4.  Must complete all CORE training requirements prior to the due date.

5.  Must have computer experience to include: Microsoft Word, Excel, and Outlook.  Must have good organizational skills to achieve multiple deadlines.  Ability to type 40 wpm.

6.  Must maintain regular attendance and reliability which is critical to business operations.  This is a fulltime position.  Days and hours of work are Monday through Friday, 8:00am to 5:00pm or agreed upon hours 100% of the time, to ensure consistency and completeness of program's processes.  Evening and weekend work may be required as job duties demand.

 AAP/EEO Statement

Gulf Bend Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state, or local laws.

This policy applied to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

About Gulf Bend Center

Gulf Bend Center is a regional provider of integrated behavioral health and intellectual & developmental disability services for the 7-county region. Celebrating 50 years of service to the community, GBC offers screening & crisis response, assessment, consumer benefits, case management, special needs offenders program services, medical services, habilitation services, supported employment, service coordination, and counseling to approximately 1,900 adults with mental illness, 550 children and adolescents with an emotional disturbance or mental disorder and 200 persons with intellectual and developmental disabilities.