Customer Service Coordinator
Description:
POSITION SUMMARY:
The Customer Service Coordinator provides high quality customer service to behavioral health treatment and sober housing providers, consumers and other callers through telephone contacts for the BHRP-Basic Needs Program. This position will represent ABH® and its services in a positive and professional manner and adhere to ABH®’s best practices, guidelines, policies and procedures as established, promoting ABH® as a leader in behavioral healthcare in all interactions and work.
DUTIES AND RESPONSIBILITIES:
Develop and maintain a full understanding of available benefits and eligibility criteria under the Behavioral Health Recovery Program-Basic Needs;
- Provide coverage for incoming telephone calls for information and referral calls; the hours of coverage and call volume are assigned by the Program Coordinator & Supervisor and Assistant Vice-President and are determined by business needs;
- Help to outline program eligibility criteria and guide provider staff and potential service recipients in the application process;
- Document fully and appropriately all telephone contacts , meeting all contract performance standards for documentation;
- Meet all contract performance standards;
- Maintain confidentiality of all client protected health information and adheres to all HIPAA-related policies and procedures;
- Demonstrate ethical behavior and cultural sensitivity in all activities involving individuals of diverse backgrounds;
- Perform other tasks/responsibilities as required to support business operations.
EDUCATION AND EXPERIENCE REQUIREMENTS:
- High School Diploma or GED required; Associate’s Degree preferred;
- 2 – 5 years in customer service with experience in behavioral health systems of care preferred;
- Bilingual Spanish/English preferred;
- Attends annual Conflict of Interest training.
KNOWLEDGE/SKILLS/ABILITIES:
- Flexibility to in order to respond quickly and positively to shifting demands and changing management opportunities;
- Strong attention to detail; ability to work on multiple tasks and meet deadlines;
- Excellent PC skills with demonstrated experience using Microsoft Office Package (MS Word, Excel, Power Point, Access, Outlook) and internet;
- Strong written and verbal communication skills required.
We are an Equal Opportunity Employer.
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