Customer Service Agent: Triage Center- 5771

3 weeks ago

Manchester, United States Community Health Resources (CHR) Full time

**JOB TITLE**:Customer Service Agent

**EMPLOYMENT TYPE**: Full-Time; 40 hours/week

**SCHEDULED HOURS**: Monday-Friday 8:00AM-4:30PM; some late nights required 11:30am-8:00pm

**PROGRAM/LOCATION**:Triage Center, Manchester, CT

**PC#**: 2403

**ABOUT THE PROGRAM**: Triage Center**

Responds to statewide requests for CHR services. Provides screening & triage to multiple levels of care. Refers individuals and/or families to the appropriate level of care in or out of our service system. Crisis triage to 911/emergency services and/or MCRT & EMPS (via 211) as needed. Triage Center is staffed by a team of call center agents, care coordinators, and a manager.

**ABOUT THE POSITION**:Customer Service Agent**

**Duties and Responsibilities**
- Consistently provide genuine, friendly, personable and professional service.
- Responsible for appointment scheduling and intake service coordination.
- 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.
- With training, demonstrates knowledge of services and resources at CHR to direct the caller to relevant provider or program.
- Goes above and beyond by advocating for every customer concern and request.
- 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.
- Additional duties as required.

**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 preferred.

**WHY CHR**:

- **Voted Top Workplace 10 years in a row**:

- **Generous paid time off**, including your birthday
- **403b Retirement Plan contributions**:

- **Competitive insurance premiums**
- Discounts on pet, auto, and home insurances as well
- **Education and licensure reimbursement**
- Public Service Loan Forgiveness
- NHSC loan repayment program offered at select sites
- Tuition Reimbursement/Professional Development program
- **Career development**
- Internal career fairs
- meet directly with a recruiter and discuss your career goals
- Plenty of growth opportunities (we have over 80 programs state-wide)
- Free trainings, clinical supervision, and mentoring available at many programs
- **Robust wellness program**
- Annual wellness stipend
- 3 free confidential counseling sessions available 24/7 to employees and household dependents through an employee assistance program
- FREE premium subscription to the Calm app (meditations, music, sleep stories and more) for you and up to 5 family members
- Virtual bring your pet to work lunches, free weekly yoga, employee appreciation events, and more
- **Ample opportunities to get involved and have your voice heard**
- Thought-provoking and interactive learning opportunities for all staff focused on increasing diversity, equity and inclusion (DE&I) throughout the agency
- Employee-lead resource groups
- Leadership luncheons with our CEO
- Join any one of our agency committees
- **Stay informed with frequent updates**
- Weekly video messages directly from our CEO
- Monthly newsletters
- **And much, much more **

**COMPENSATION**:
$16.07/hour minimum -$24.10/hour maximum, dependent upon experience.
- Actual rates are determined at the time of offer and are based on relevant experience, as well as, adherence to our internal equity policy. Many of our positions offer program/location differentials and/or sign-on incentives. (Please note, for part-time positions this range would be pro-rated based on hours worked)

**CHR is committed to fostering an inclusive culture that respects differences and honors the experience of our diverse staff. We encourage women, members of ethnic minorities, LGBTQ+ individuals, people with (dis)abilities, and veterans to apply.**

**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

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