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Inbound Call Representative/Operator

3 months ago

Harper Woods, United States CNS Healthcare Full time
What we're looking for:

As a Certified Community Behavioral Health Clinic, CNS Healthcare's mission is to serve the people of our communities. Our Customer Care Team team is the face of CNS Healthcare. We are looking for someone who is willing to support co-workers, teammates, and the people we serve as needed throughout the course of the day. The Inbound Call Representative receives incoming calls for the agency and assists or routes calls to the appropriate staff member or resource to provide the best service possible.

Compensation Range:

The starting pay for this position is $14.88 - $17.50 hourly rate, and is based on non-discriminatory factors such as skills and experience.

What's in it for you:

As a member of our team, you will have an opportunity to make a meaningful impact on our community and the lives of the individuals that we serve. CNS Healthcare provides a robust total rewards program to support our team members and their loved ones. We've shared some highlights below, but you can visit the benefits guide posted on our careers page to learn more

  • Comprehensive medical insurance options
  • Employer-paid benefits including dental, vision, life, and short-term disability insurance
  • Retirement program with generous company default contribution and match
  • Generous PTO program starting at 18 days annually
  • 16 paid holidays, including 3 floating holidays
  • Paid parental leave
  • Student loan forgiveness eligibility, including Public Service Loan Forgiveness (PSLF), HRSA, and more
Interested in learning more about this role?

Please see below for a summary of job responsibilities and qualifications
  • Receive incoming telephone calls in a prompt, courteous, and professional manner
  • Accurately assess the needs of incoming callers by verifying caller identity, the goal of the call, and to whom the call should be transferred to for quick resolution
  • Provide first-level support to incoming callers and route the call to an appropriate resource when needed
  • Review and update information in electronic health record system as needed
  • Maintain knowledge and compliance with established policies and procedures, HIPAA standards, and other regulatory programs.
  • Ensure that the CNS Healthcare customer care standards of service are applied to interactions with individuals served, guests, and staff
  • Reference and maintain up-to-date relevant agency resources to ensure appropriate call handling including, but not limited to; calendars, office schedules, program directories, and team rosters
  • Provide coverage and support of other customer care team functions as needed
  • Performs other related duties as assigned
Qualifications:

Required
  • High School Diploma or General Education Diploma (GED)
  • A minimum of 1 year of experience in an office setting
  • Passion for providing an unparalleled customer service experience in a dynamic and diverse work environment
  • Proficiency in word processing, data entry, and telephone skills
  • Ability to be forward thinking and take initiative to accomplish goals and objectives
  • Ability to use discretion and judgment when handling matters of a sensitive or confidential nature
  • Requires valid and unrestricted Driver's License
Preferred
  • Experience working in a medical office setting
  • Experience working with individuals with behavioral health and substance use disorders
  • Experience in an operator or inbound call role
  • Experience with Microsoft Office products
  • Experience with electronic health records (EHRs)
  • Bilingual
About CNS Healthcare:

CNS Healthcare (CNS) is a non-profit, Certified Community Behavioral Health Clinic (CCBHC) with seven clinics and two clubhouses in Southeastern Michigan. CNS employs approximately 400 employees, paraprofessionals, and support staff, delivering services to more than 7,000 people annually.
  • CNS provides comprehensive integrated health services in partnership with several community organizations, and uses a patient-centered approach to identify, support, and promote the overall health of children, adolescents, adults, and older adults.
  • Visit our website to learn more about our mission, vision, and values


COVID-19 Vaccination Requirement: CNS Healthcare complies with federal, state, and local laws in regard to COVID-19 vaccination. Candidates will be required to provide proof of being fully vaccinated against COVID-19 upon commencing employment. Reasonable accommodations will be considered on a case-by-case basis for medical or religious exemptions to these requirements in accordance with applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)