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Client Service Representative

2 months ago

Elk Grove Village, United States Kenneth Young Center Full time

You are key to our vision: Together We Thrive. At Kenneth Young Center, our staff come together with volunteers, community partners, and the people we serve to create holistic systems of care through interwoven behavioral health programs, older adult services, and community health initiatives. Our team welcomes and celebrates unique perspectives, and represents the diversity and vitality of our local communities. This role helps realize our mission: We partner with communities to support people of all ages to navigate life's challenges through personalized prevention, intervention, treatment, and recovery. Join our team to grow in your career while building stronger, healthier communities.

Job Scope: Join the reception team at a thriving behavioral health and social services agency, acting as the first point of contact for clients and visitors at our main office. Client Services Representatives perform a variety of administrative duties that support daily operations and clinical staff, including checking in clients for appointments, greeting visitors who enter the lobby, answering incoming calls and routing to appropriate extension, appointment scheduling for psychiatric providers, accepting payments for client accounts, and sorting incoming mail and faxes. Customer service skills and an interest in serving the community are essential.

Primary Responsibilities:

  • Complete check-in process for clients arriving on-site for appointments.
  • Greet clients when they enter the lobby.
  • Notify client of account balance or fee for service, if applicable. Collect payment and provide receipt, entering any cash payments immediately.
  • Notify provider of client's arrival via electronic recordkeeping system.
  • Scheduling for psychiatric providers
  • Use electronic client management system to schedule clients for follow-up appointments with psychiatric providers at prescribed intervals.
  • Provide outgoing reminder calls one business day prior to all medication management appointments and two days prior to psychiatric evaluations.
  • In the event of physician unscheduled absences, contact scheduled clients and reschedule psychiatry appointments.
  • Maintain cancellation list and contact with last-minute availability.
  • Provide customer service and administrative support to clients and staff.
  • Answer incoming calls to the reception phone line. Use active listening and communicate caller concerns to the respective clinician and/or program management.
  • Monitor voicemail messages for reception line and respond to calls received during shift.
  • If urgent situation arises during shift, immediately connect clients with crisis staff and/or program supervisors or managers.
  • Mail and Fax
  • Sort incoming mail and distribute to appropriate staff mailboxes
  • Process mail through postal meter
  • Postal meter - monitor postage and replenish electronically via phone line as needed
  • At least once per shift check the fax machine and distribute uncollected faxes to appropriate staff mailboxes.
  • Other duties as directed by supervisor.


Core Competencies
Dependability and timeliness
Excellent customer service skills and ability to communicate effectively via phone, email, and in-person.
Familiarity with basic office technology such as multi-line phone system, fax, scan and photocopy machine.
Computer skills, including electronic health record system and Microsoft applications (Outlook, Teams)
Ability to multitask and prioritize in a fast-paced office environment
Knowledge of front desk procedures

IV. Special Competencies
Knowledge of agency programs
Interest in mental health and social services.
Compassion for individuals seeking behavioral health services.
Bilingual (Spanish) preferred

VII. Education and Experience
Previous client/customer service experience required.
Computer skills required.
Minimum three years' previous experience in an office environment.
Two years of college preferred.
Familiarity with behavioral healthcare setting preferred.

VIII. Chain of Authority/Responsibility
Reports to Client Services Representative Supervisor

IX. Schedule/Time Keeping/Time-Off
Part-Time, Non-exempt, Hourly, average 20 hours scheduled per week
Hours: Mon-Thurs 3pm-7pm, Friday 1pm-5pm (Saturday backup coverage as needed (9am-2pm)
Must have the flexibility to work as a backup to other receptionists.

Kenneth Young Center is an Equal Opportunity Employer