Client Service Representative - Float (59275)

Aurora Mental Health & Recovery (AMHR) is seeking full-time Client Service Representatives (CSRs) - Floats to provide essential administrative support and front desk coordination across multiple outpatient clinics and programs. These float positions are vital to ensuring seamless client experiences by filling gaps in CSR coverage and maintaining staffing schedules. Working closely with multidisciplinary teams, Float CSRs conduct behavioral healthcare screenings, assist with same-day access services, and deliver exceptional customer service to a diverse population ranging from children to older adults, including underserved communities. The ideal candidates excel in professionalism, organization, and multitasking, demonstrating calmness and courtesy in every interaction while upholding strict client confidentiality. Additional responsibilities include training new and existing CSR team members, resolving inquiries, and assisting with day-to-day clinic operations in a fast-paced environment. Proficiency with technology, strong verbal de-escalation skills, and bilingual Spanish-speaking abilities are highly valued in these impactful roles.

Schedule. These float positions is fully Onsite/In-person. The schedule is Monday - Friday 8:00 am - 5:00 pm. This schedule may be adjusted based on training, program, client, and community needs.

Essential Functions

• Welcome and greet all external and internal customers with dignity, respect, professionalism, and superior customer service. Answer incoming calls promptly, effectively resolve concerns, or transfer calls to the appropriate location for further assistance. Assist clients in scheduling, rescheduling, and canceling appointments, ensuring paperwork and forms are completed accurately and on time.
• Accurately perform and complete specialized Behavioral Health Care Screenings for new client services. Ask probing questions respectfully, assess crises non-judgmentally, respond empathetically, and provide necessary resources.
• Manage the daily call-out calendar and schedule CSR Float coverage at various locations. Float to agency locations as needed to ensure access to care service hours are maintained and best customer service practices are followed.
• Train new and existing CSR/CHAT team members to ensure they have the most current tools, approaches, and skills. Adapt training to meet diverse learning styles and provide clear daily direction.
• Maintain working knowledge of CSR agency functions and manage staff workflows, including checking in clients, collecting copayments at time of service, preparing end-ofday financial reports, and handling credit card receipts.
• Identify challenges, suggest process improvements, and provide on-the-job training to CSR/CHAT team members. Maintain a culturally sensitive, inclusive environment through communication and interactions.
• Collaborate with Aurora Mental Health & Recovery teams on projects and reports as needed.
• Ensure client inquiries, registration forms, and other documents are accurately entered and completed in the EHR. Obtain required documents and information from clients to complete insurance verification and EHR registrations, including photo IDs and insurance cards.
• Maintain a clean and tidy reception area. Report office maintenance requests, unlock and lock doors, disarm and arm alarms, order office supplies, and monitor equipment, submitting service tickets as necessary.
  
  

Qualifications

Requirements

• Bachelor’s degree – administration, education, mental health or related field.
• Valid Colorado Driver's License with a driving record that meets organizational requirements.
• Minimum of two years of customer service experience or work in a contact (call) center.
• One to two years of training experience with individuals or groups.
• Experience conducting or ability to conduct behavioral healthcare screenings.
• Preferred: Healthcare experience.
• Preferred: Bilingual/Spanish (not required).
• Ability to independently solve complex calls and situations.
• Ability to remain calm while interacting with staff and clients in person or via phone.
• Flexibility to adapt to the agency’s evolving needs and a fast-paced environment.
• Advanced computer skills, including proficiency in Microsoft Office programs such as Word, Outlook, and Excel.
• Excellent interpersonal, organizational, and communication skills.
• Ability to multi-task, prioritize responsibilities, and demonstrate efficient time management.
• Ensure accuracy and high-quality work.
  
  

Required Vaccination And TB Test.

At AMHR the health and safety of our clients and staff are our top priorities. As part of this commitment, all employees are required to receive an annual influenza (flu) shot and present a negative TB test result before their first day of work. Proof of both the flu shot and negative TB test must be provided on your first day of employment. Medical and religious exemptions can be requested if necessary.

Salary for this role. Starting wage is based on experience and company equity. Paid bi-weekly.

• $19.13 - $28.68 per hour
  
  

Bilingual Language Differential Pay. *rate depends on language requirements for the position and the candidate's fluency.

• Employees will receive scheduled earnings on a bi-weekly basis, equivalent to 5% of their regular base rate (hourly or salaried), with a maximum amount of $3,000.00 per calendar year. The annual maximum amount will be prorated based on full-time equivalency (FTE).
  
  

Benefits

• Health insurance: Kaiser
• Dental, vision, and flexible spending accounts (dependent care & health care)
• Company paid basic life and AD&D insurance
• Long-term disability coverage*
• 403(b) retirement plan which provides 100% vesting immediately, and matching contributions up to 4% after one year of employment
• Accrued Vacation pay up to 12 days and accrued Sick Pay up to 12 days per year, plus 10 Paid Company Holidays, and 2 floating holidays (hours calculated pro-rata basis based on full-time equivalency)
• Employee Assistance Program
• Voluntary term life insurance
• Short term disability*
• Eligible for benefit if working 30 hours per week or more
  
  

Our Mission, Vision and Core Values.

Mission: Deeply rooted in our diverse community, we deliver state-of-the-art care and meaningful outcomes that impact emotional well-being and addiction recovery.

Vision: To foster hope and healing through compassionate, quality care.

Core Values: Passionate caring; Rising to the challenge; Honoring and respecting all persons; Believing in resilience; Putting clients and community first; Commitment to collaboration and teamwork

We are an Equal Opportunity Employer.

Aurora Mental Health & Recovery and subsidiaries (AMHR) are dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, military status, genetic information, or any other status protected by applicable state or local law. We do not tolerate discrimination in any form or context including harassment or exclusion.

Diversity Statement.

We are committed to the values of diversity, equity, and inclusion, and strive to ensure that it is interwoven into the fabric of our organization. We support and nourish an inclusive and welcoming environment for employees from diverse backgrounds.