Customer Service Representative page is loaded **Customer Service Representative**

**Customer Service Representative**

locationsSpokane, WA, USA time typeFull time posted onPosted 3 Days Ago job requisition idR-202200009 Frontier Behavioral Healths presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community. Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues. As a Trauma-Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist then in their journey. If you want to have a positive impact in the lives of others come join us!

The Customer Service Representative (CSR) will support and promote FBHs vision and mission to enhance and change lives. Provide a warm, welcoming and professional environment. Enhance the quality of care by providing support that optimizes clinical productivity and assists customers in their recovery and wellness. A CSR performs duties that support the clinical team such as centralized scheduling, appointment confirmation and back fill management; maintaining high levels of verbal and written communication with customers, staff and community partners. The CSR is an integral part of each clinical team and is cross-trained to work at any FBH location as needed.

**ESSENTIAL DUTIES & RESPONSIBILITIES includes but are not limited to the following:**

* Greet each customer whether by phone or in person, in a warm, welcoming and professional manner.

* Demonstrate a positive attitude and efforts toward meeting the needs of internal and external customers.

* Promote a safe and welcoming environment.

* Ensure that all visitors are promptly attended to.

* Must be able to apply active listening techniques conveying respect, professionalism, engagement skills, positive attitude and empathy.

* Effectively utilize customer service and motivational interviewing skills to promote appropriate customer-centered care.

* Provide support for clinical staff to maximize their ability to provide direct care and improve efficiencies to maximize customer service.

* Manage the Confirmation Process which involves scheduling for Prescribers and clinicians.

* Manage the Back-Fill process to maximize the availability of direct care for customers.

* Check customers in for appointments using the electronic health record.

* Must possess excellent communication skills including the ability to send and receive oral and written messages, in a clear, positive, prompt and appropriate manner, while maintaining customer confidentiality.

* Maintain the appearance of the waiting room by ensuring the environment is clean, organized, flyers stocked, etc.

* Provide coverage CRS coverage at any FBH location in the Spokane area as requested, (e.g., AOP, IOP, Valley, Main Center, Child & Family, Elder Services, Crisis Response Services, PBX switchboard and Physician Appointment Scheduling).

**QUALIFIED CANDIDATES WILL HAVE:**

***REQUIRED:***

* High School graduate or equivalent required.

***PREFERRED:***

* Two years general office experience desired.

* College education or specialty certification may be substituted for experience.

* Customer service experience and experience with the application of active listening techniques are preferred.

It is the policy of FBH to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, pregnancy, marital status, familial status, citizenship, genetic information, national origin, veterans status, or any other basis prohibited by law, or their relatives, friends or associate and that ; a) has the purpose or effect of creating an intimidating, hostile or offensive work environment, b) has the purpose or effect of unreasonably interfering with an individuals work performance, or c) otherwise adversely affects an individuals employment opportunities. Violations of this policy are strictly prohibited and will not be tolerated. This includes negative actions based upon an employees participation in activities identified with or promoting the interests of a protected group.