Bilingual Customer Service Agent

EMPLOYMENT TYPE: Full Time

SCHEDULED HOURS: 40 hours/week (Monday- Friday 8:30am-5pm) (some shifts 11:30am-8pm required)

PROGRAM: Triage Center

OBJECTIVE OF POSITION:

The Customer Service Agent will provide telephonic customer service to individuals calling into CHR, including clients who are experiencing mental illness, addictions and or serious emotional disorders:

• Answering all calls in a timely and professional manner.
• Triaging client calls to determine the appropriate level of care via telephonic assessment both internally at CHR and externally with other providers.
• Ability to respond to callers who may be in distress, agitated, have challenges in communicating, or may need triaged for crisis intervention.
• Coordinating referrals of clients to appropriate CHR services or external referrals as needed; includes crisis triage and interventions including dispatching emergency services and or mobile crisis response when appropriate.
• Accurately and efficiently documents call details in a variety of platforms to maintain compliance standards.
• Exhibiting effective communication, interpersonal and organizational skills in person and on the phone with the ability to multi-task within a fast-paced service environment.
• Demonstrating excellent active listening skills and the ability to work independently and with a team.
• Initiating contact with and consulting with relevant collaborative parties.

DUTIES & RESPONSIBILITIES:

• Consistently provide genuine, friendly, personable and professional service.
• Responsible for appointment scheduling and intake service coordination.
• Schedules clients with providers to help them access treatment in a timely fashion.
• Establish rapport and working relationships with clients and clinical staff in order to enhance the overall engagement experience for clients.
• Handle a high call volume in a fast-paced contact center environment.
• Provide education to clients about available CHR resources to assist them in accessing treatment, i.e., transportation alternatives and schedules of providers.
• Coordinate, network and schedule hospital, urgent care, and appropriate internal/external programs within agency guidelines.
• Communicate with a wide range of individuals from various backgrounds.
• With training, demonstrates knowledge of services and resources at CHR to direct the caller to relevant provider or program.
• Stays abreast of all agency and clinic policies regarding access, no shows and scheduling.
• Maintains documentation in compliance with agency and program standards.
• Ability to meet key performance metrics.
• Proactively resolve escalated customer issues.
• Goes above and beyond by advocating for every customer concern and request.
• Handle multiple responsibilities and balance customer priorities.
• Assist clients with general questions and requests for information.
• Provides excellent customer service to all clients and families.
• Provides culturally & linguistically appropriate customer service to clients, client’s families and collaborative partners with available interpretation services.
• Assist staff in promoting a recovery-oriented treatment environment.
• Participates in staff meetings, supervision, trainings and other meetings as assigned.
• May perform other assignments and duties as program and agency needs require.

QUALIFICATIONS:

Education: High School Diploma or equivalent required, bachelor’s degree preferred.

Experience: Minimum of 5 years of experience in a customer service-oriented role required. Intermediate to advanced typing and technical aptitude required. 2-5 years of experience working in a call center environment preferred. Prior experience working in a medical office or in social services preferred. Bilingual (Spanish speaking) required.

CHR is an equal opportunity employer, and we encourage all to apply.

EEO MINORITIES/WOMEN/DISABLED/VETERANS

Experience

Required

• Minimum of 5 years of experience in a customer service oriented role required. Intermediate to advanced typing and technical aptitude required.

Preferred

• 2-5 years of experience working in a call center environment preferred

Education

Required

• High School or better

Preferred

• Bachelors or better

Skills

Required

• Language - Spanish

Equal Opportunity Employer
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