What are the responsibilities and job description for the Customer Service Representative position at Concept Health Systems?
Under minimal supervision, the Customer Service Representative (CSR) provides high-level administrative and coordination support services to the Coordinator of Residential Services at Concept Health Systems. This dual-role position requires a combination of organizational, operational, and interpersonal skills to effectively manage daily administrative functions and assist in the oversight of residential service operations.
The CSR will serve as a critical liaison between internal departments, external referral sources, and residential program staff. Responsibilities include maintaining accurate bed counts, assisting with admissions and screening coordination, managing documentation and reports, and supporting compliance with agency protocols and contractual deliverables.
The ideal candidate will be highly organized, detail-oriented, and capable of managing multiple responsibilities with discretion and professionalism in a behavioral health environment.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to manage and prioritize multiple assignments in a fast-paced setting.
- Excellent verbal and written communication skills.
- Strong interpersonal skills to engage effectively with staff, clients, and external agencies.
- Proficiency in Microsoft Office Suite and data entry systems.
- Strong organizational and time-management skills.
- Knowledge of behavioral health or residential treatment operations preferred.
- Ability to maintain confidentiality and adhere to HIPAA and agency standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Administrative Functions:
- Provide executive support to the CEO and Coordinator of Residential Services.
- Serve as a point of contact for internal and external communications; triage and direct inquiries accordingly.
- Maintain an up-to-date calendar of meetings, deadlines, and program schedules.
- Prepare and submit reports that track staff productivity, program metrics, and service delivery performance.
- Manage office supplies, petty cash reconciliation, banking reports, and rent collection documentation.
- Maintain both digital and physical filing systems in an organized and confidential manner.
Residential Coordination Support:
- Collaborate with the Coordinator of Residential Services to oversee daily operations within the residential program.
- Maintain an accurate, real-time bed count log, and regularly update it in coordination with clinical and admissions teams.
- Assist in managing the screening and intake process by scheduling assessments, gathering required documentation, and confirming eligibility.
- Work with referral sources (e.g., courts, hospitals, case managers) to streamline admissions and ensure timely placement.
- Ensure compliance with agency policies, licensing requirements, and contract standards for residential care.
- Track census, discharge data, and other programmatic indicators to support reporting and program planning.
- Support onboarding and training documentation for residential staff.
- Assist in coordinating residential events, inspections, or audits as needed.
Additional Duties:
- Provide administrative backup for agency leadership during absences.
- Participate in internal audits, team meetings, and quality improvement initiatives.
- Perform other duties as assigned by the CEO or Coordinator of Residential Services.
EDUCATION/EXPERIENCE AND OTHER REQUIREMENTS
High school diploma or GED required; Associate's degree preferred.
Minimum of two (2) years of experience in a residential or clinical support role; experience in behavioral health, human services, or healthcare preferred.
Bilingual (English/Spanish).
Must be able to pass a Level II background screening and complete all required trainings upon hire.
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person