JOB SUMMARY: The Customer Service Rep – Lead assumes full day to day clerical operation of the assigned facility. Coordinates standard operating procedures for office and maintains a professional atmosphere.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES: The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification with or without an accommodation. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position. 

• Coordinates and schedules services rendered by the staff
• Performs all fiscal management/accounting functions of the facility
• Maintains current records, logs
• Keeps clerical coordinator update on all problems in their respected clinics
• Scheduling all services performed by facility staff
• Credits and debits clients for such services
• Collects and deposits funds in accordance with Fiscal Department procedures
• Maintains computer input and output in an accurate and timely manner
• Accurately collects all third-party insurance information and enters that data correctly into TIER 
• Procures operational supplies from purchasing
• Distributes incoming and outgoing mail
• Reports all maintenance problems
• Maintains accurate fire drill log and is the Safety Officer for that site
• The ability to comply with the regulations requiring a workplace of dignity and respect and equal employment opportunity compliance.
• The ability to work collaboratively with others and to accept constructive criticism from supervisors and managers.
• Willingness to abide by the company’s published rules and regulations 

Specialized Clerical III Functions: 

• LSBC reserves the right to change the location of work and that an employee may be required to work from any office or department of the company as the need arises or due to company demands.

COMPETENCIES: Knowledge, Skills, Abilities, and Motivation (KSAM) required for an employee to be successful. 

• Serving Our Consumers: Effectively meeting consumer needs, building productive consumer relationships, and taking responsibility for consumer satisfaction and loyalty.

• Consumer Focus: Building strong consumer relationships and delivering consumer-centric solutions. 
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization. 

• Age Specific: Knowledge
• Basic Job Readiness: Courtesy, Flexibility, Reliability, Responsiveness
• Personal Effectiveness: Communication, Interpersonal Skills, Self-Management, Thinking Skills
• Organizational/Management: Compliance, CQI Commitment, Leadership, Linking/Networking, Management of Information, Organizational Participation, Safety
• Performance Specific: Crisis Management, Customer Focus, Medication Issues, TEAM Training,
• • NAPPI

• Effective Communication: Clearly conveying information and ideas to individuals and groups in a manner that engages the audience and helps them understand and retain the message. 

• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise.

• Continuous Improvement: The ongoing process of achieving positive changes in service and processes in order to improve efficiency and quality.

• Resourcefulness: Securing and deploying resources effectively and efficiently.
• Cultivates Innovation: Creating new and better ways for the organization to be successful.

• Expertise: Demonstrating proficiency of an employee's skill or knowledge within their field of practice.

• Drives Results: Consistently achieving results, even under tough circumstances.

KNOWLEDGE AND JOB SKILLS: Must be computer literate. Able to type data in an accurate and timely manner. Demonstrates good verbal and written communication skills. Displays excellent telephone and customer service skills.

PERSONAL QUALITIES: A pleasant and friendly manner is vital to satisfactory job performance. Must display patience and understanding of potentially difficult consumers. Must be alert and vigilant at all times. Dependability and adaptability essential for this position. Must show initiative and be able to work autonomously.

SPECIAL FACTORS: Maintains a professional atmosphere. Provides excellent customer service. Maintains good working relationship with center, as well as, facility staff and external agencies. Works with staff psychiatrist to coordinate pharmacological management.

JUDGMENT/DECISION MAKING: Utilizes established corporate policies and procedures in making decisions. Uses sound judgment in meeting the responsibilities and performing the duties of the position.

EDUCATION & EXPERIENCE: 

• Education:

• • High School Diploma or equivalent required
  • Associate degree preferred

•  Experience:
• • Minimum of One (3) year experience in office setting including the use of computer systems required
  • Minimum of Three (5) years’ experience in a medical office setting preferred
  • Minimum of One (1) year supervisory experience preferred

• Driving Requirements:
  • Must be Over the age of 21 required
  • Minimum of 5-years driving experience required
  • Possess a Valid FL Driver’s license (within 30 days of hire if currently do not possess)
  • Possess a continuously valid US Driver’s license for the past three years, from date of issue required
  • Safe Driving record required

TRAINING & DEVELOPMENT: Completes all requirements according to Individual Training Plan within the first six months of hire and annually. Other training and/or professional development may be assigned due to evolution of programs.