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Customer Service Representative

Hopewell Center-Downtown St. Louis | St. Louis, MO | Full Time

Job Description

About Us:

ALM Hopewell Center provides comprehensive mental health services to children and adults in the northern and central parts of the City of St. Louis and North St. Louis City. A professional mental health staff that serves a growing caseload of 2,800 patients, of which greater than ninety-five percent are chronically mentally ill and suffering from major psychiatric disorders. Hopewell Center operates a Psychosocial Rehabilitation Center and a Comprehensive Psychiatric Rehabilitation Center for adults and youth. Many services are provided at schools. Emergency services, including a crisis bed and mobile outreach, are available twenty-four hours per day. A multi-disciplinary team of psychiatrists, psychologists, nurses, counselors, social workers, educators, and support staff work diligently to carry out the mission of providing comprehensive care to patients and their families.

Job Summary: This important position represents Hopewell Center’s first contact with our customers.  All CSR’s will greet each customer in a professional and friendly manner,  provides support with the daily activities of a behavioral health clinic including filing, telephone coverage, appointment scheduling, registration, and customer referrals. 

 Essential Job Functions:

  • Approach each day looking for ways to help the clinical staff and improve efficiency.

  • Answer telephones promptly and courteously then route calls appropriately. Take detailed and accurate messages if necessary.Return phone calls promptly.

  • Gather the demographic information, financial review and proof of income, standard means test, explaining the client’s rights and responsibilities consent to treat, release of information to appropriate parties.

  • Verify customer insurance status and ensure accurate data entry into both the local and state data base.

  • Maintain confidentiality of all information encountered through interactions and day to day business activities

  • Schedule and reschedule all appointments, following scheduling guidelines.

  • Confirm all appointments 48 hours in advance and follow CMHC's Policy regarding communications with customers.

  • Notify Therapist/Medical Staff when their customer has arrived

  • Follow policy regarding No-Show including letters, appointments and back filling appointments;

  • Completes initial paperwork of clients ensuring proper explanation of documentation to the customer and obtain required signatures

  • Enters initial and updated information accurately and timely into the state and local data base.

  • Check in inter-company mail and respond to email as appropriate.

  • Collecting, routing and documenting customer co-payments for visits and prescription medications.

  • Review charts upon client check in to ensure that all chart elements are up to date and coordinate with providers to get documentation in compliance as needed.

  • Effectively cross train in all other duties of medical records and call center staff. Fill in as needed.

  • Maintain efficient flow of patients to the prospective departments and work to reduce wait time for customers in the clinic.

  • All other duties as assigned.


Knowledge, Skills and Abilities:

Must possess a High School Diploma or equivalency. Preferably, some college experience (1-2) years. Minimum (2) years experience in Medical Records or related field, i.e., Registration/Appointment Scheduling/Financial Counseling .  Must be able to work in  a team environment.  Demonstrated competency in computer literacy, excellent customer service skills and interpersonal relations. Must demonstrate experience applying active listening techniques, conveying respect, professionalism and empathy. Prefer previous experience working in the behavioral health field.

People's Health Centers does not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, and marital status.