Customer Service Representative

Job Description

About Us

BJK Peoples Health Centers is a Certified Community Behavioral Health Organization that 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 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. BJK Peoples Health Centers operates a Psychosocial Rehabilitation Center and a Comprehensive Psychiatric Rehabilitation Center for adults and youth.

Job Summary: This position represents BJK People’s Health Centers 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 and 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, and release of information to appropriate parties.

· Verify customer insurance status and ensure accurate data entry into both the local and state database.

· 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.

· Link customer to appropriately credentialed staff.

· 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 database.

· Fill in at other HWC facilities as needed.

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

· Maintain clean, uncluttered, safe, functional and effective work area; also ensuring the waiting room is maintained throughout the day.

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

Minimum Education and Training Experience:

Experience in 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.

Must possess a High School Diploma or equivalency. Preferably, some college experience (1-2 years). Minimum 2 years’ experience in Medical Records, front office, administrative, or related field.