Customer Service Representative- CSR 

Classification:

Non-Exempt (hourly) 

 Date:

09.27.2023 

Reports to:

Regional Director 

Travel: 

 As needed. 

JOB SUMMARY

Client Service Representatives are the front line of Child and Family Guidance Center by providing helpful information, answering phones promptly, answering questions and engaging daily with clients. They support clients by responding to complaints and ensuring they are satisfied with our services provided. CSR’s answer incoming calls, schedule appointments and provided administrative support for our clinics, management and clinicians. 

SUPERVISORY RESPONSIBILITIES:

• Direct reports to the clinic Regional Director (RD). 

DUTIES/RESPONSIBILITIES:

• Ensure client chart documents are up to date upon check in. 
• Answer all incoming calls.
• Assist clients with scheduling and maintaining appointments. 
• Backfill appointments daily/weekly. 

• Verify client information is up to date in all agency systems. This includes but is not limited to verifying client street address, email address, and phone number(s), and current insurance information. 
• Verify client insurance information daily prior to appointments. 
• Participate in projects and trainings. 
• Travel to other clinics as need for additional coverage. 
• Remain in the phone que at all times unless approved by supervisor. 

REQUIRED SKILLS/ABILITIES: 

• Ability to provide customer service and phone etiquette. 
• Excellent verbal, written and organizational skills.
• Ability to ensure quality services to internal and external clients. 
• Able to work in a high volume and fast paced setting. 

• Self-motivated, detail-oriented individual with a team player mindset.
• Perform job responsibilities without violating any ethical, state or federal codes and requirements. 

EDUCATION AND EXPERIENCE:

• High school diploma 

• 2 years’ experience working in a medical office setting, preferred. 
• Medical Front Office Assistant Certification preferred. 
• Bilingual preferred. 

PHYSICAL REQUIREMENTS:

• Physical demands of the job, including bending, sitting, lifting and driving. 
• Must be able to listen and speak clearly with clients via telephone or computer. 

OTHER DUTIES:

•  Any other duties as assigned by Manager or Regional Director.