Bilingual Customer Service Representative
Company: The Village for Families and Children
Posted on: January 12, 2022
The Village was one of the first agencies in the country to
provide homes for neglected children. Today, we continue to achieve
our mission "to build a community of strong, healthy families who
protect and nurture children" by providing a full range of
behavioral health, early childhood and youth development, substance
abuse treatment, and support services for children, families and
adults in the Greater Hartford region.
Our staff are energetic, enthusiastic, mission-driven and open to
learning. If youd like to grow your career in a diverse and
supportive environment rich with learning opportunities, join
The Customer Service Representative is responsible for providing
personalized quality customer service and administrative support
within the Call Center and designated programs in support of the
wrap-around model to ensure that requests for services and
information are handled in a timely manner and appropriate level of
service. Assists with resolving problems customers may encounter
through various channels which may include answering phone calls,
interacting face to face, by email, live chat etc.
Has a broad understanding of our organizational services. Works in
a functional team with teammates to ensure quality customer
service. Understands agency and client confidentiality.
Greets clients, staff, and visitors in a professional and courteous
manner. Notifies appropriate staff of visitor arrival. Assists with
Responsible for answering all calls through the Call Center and
Intakes for non-billable programs and obtains basic demographic
Interacts with customers to provide and process information in
response to inquiries, complaints or unresolved issues including
requests for additional information related to agency programs and
Disseminate and distribute all agency faxes and via e-mail.
Monitors reception/waiting area to ensure cleanliness and client
Handles all agency-wide vehicle requests and reserves vehicles
according to agency policy.
Collects and complete daily cash journals submitted to billing for
Provide administrative support and back-up for other agency
Performs all business functions in agency EHR (Electronic Health
Record) and coordinating all new admission paperwork for clients,
verifies and records necessary personal information, i.e.,
demographics, insurance eligibility and verification, etc. in HER
according to guidelines and procedures. Secure appropriate
signatures from client/guardian for consent to treat. Reviews
client grievance policy and client rights if needed.
Completes tasks outlined in Intake and Admissions process.
Triage new clients in Intake utilizing the client triage tool and
within the Enhanced Care Clinic (ECC) guidelines.
Schedules new assessments for applicable departments.
Ensures accuracy for timely check-in/check-out process for all
clients. Schedules all client appointments accurately in EHR and
communicates discrepancies when appropriate to supervisor and
Process referrals for applicable programs.
Completes CTBHP authorizations and re-authorizations for accurate
Commits to continuous improvement of client services and
Other duties and responsibilities as assigned.
High School Diploma or equivalent required.
Two to three years experience in related customer service.
Excellent telephone and verbal communication skills. Sound
knowledge of office/telephone etiquette and customer service
principles and practices. Ability to recognize and respond to
signals of a disgruntled customer and respond appropriately.
Ability to comprehend and interpret basic customer information.
Bilingual (English/Spanish) preferred.
Travels between Village sites. Must be able to work a flexible
schedule to meet organizational demands.
Sound judgment and ability to adapt to change and meet demands of
the work environment.
Proficient with Microsoft Office/Proficient general computer
Detail oriented can assume a large volume of work.
Accurate typing skills, with a proficient understanding of grammar
Culturally competent. Works with diverse populations.
General office skills including filing, organizing, and
Maintains confidentiality of information.
Reliable and understands the need for timeliness in relation to
Familiarity with EHR (Electronic Health Record) applications a
Working knowledge of HIPAA laws.
Familiarity with the referral sources in the Hartford
area/communities and surrounding towns is a plus.
Keywords: The Village for Families and Children, Springfield , Bilingual Customer Service Representative, Sales , Springfield, Massachusetts
Didn't find what you're looking for? Search again!