Client Services Representative, Detox - Weekend/Days (61576)

About the role

Aurora Mental Health & Recovery (AMHR) is seeking a full-time Client Service Representative (CSR) to support our Withdrawal Management/DETOX team. This role is essential in providing front desk administrative support, ensuring smooth daily operations while maintaining a calm, courteous, and professional demeanor in all client interactions.

Responsibilities

• Welcome and greet all external and internal customers with dignity, respect, professionalism and superior customer service;
• Timely answering of incoming calls, effectively responding and resolving concerns, or transferring the caller to the appropriate location for further assistance;
• Absorb and respond to client inquiries, registration forms, and other forms accurately entering and completing in the EHR for clients to receive services;
• Assist clients face-to-face or by phone in scheduling, re-scheduling and cancelling appointments, complete paperwork and forms, and connect clients with other resources;
• Absorb and respond to safety, building, and client emergencies as they arise, following the organization's protocols and location procedures;
• Check-in clients and collect copayments at the time or service; consistent and open communication with the Finance & Accounting team;
• Complete end of day financial reports, including collection of credit card receipts, complete daily bank deposit slip and make sure the bank deposit is picked up daily;
• Responsible for maintenance and reconciliation of program petty cash and supplying the necessary monetary change;
• Obtain required documents and information from clients to complete insurance verification and EHR registrations, including collection of photo IDs and insurance cards to be scanned in EHR;
• Maintain a clean and tidy reception area, report all office building maintenance requests, unlock and lock doors, disarm and arm alarms;
• Sort incoming and distribute outgoing mail to the appropriate staff or program/department;
• Responsible for the inventory of forms, client packets, office and equipment supplies and for making copies and ordering promptly as well as monitoring equipment to make sure it is operable for staff and requesting a service technician when needed;
• Staff member will monitor and coordinate care for assigned clients in partnership with the other members of the client's care team.

Requirements

• High school diploma/GED;
• PREFERRED: Associate's Degree;
• One year of customer service related experience and/or training;
• Experience working with individuals impacted by substance use disorders is preferred;
• PREFERRED: Healthcare experience;
• Ability to remain calm while interacting with staff and clients, especially individuals with a behavioral health diagnosis, who can be challenging in person or via phone;
• Ability to be flexible with the business needs of the agency, and adapt to a consistently ever changing fast-paced environment;
• Excellent interpersonal, organizational and communication skills, and be able to work with a diverse population;
• Able to multi-task and prioritize responsibilities, be detailed oriented, and demonstrate efficient use of time;
• Excellent computer skills, with experience using programs within Microsoft Office, to include Word, Outlook, and Excel.

Qualifications

• Required Vaccination And TB Test.

Pay

This position is fully onsite/in-person. Salary for this role. Starting wage is based on experience and company equity. Paid bi-weekly. $19.29 - $28.25 per hour Shift Differential Pay. The Day weekend shift differential is paid from 7 am to 3 pm on Saturdays and Sundays only; the Swing shift differential is paid from 3 pm to 11 pm; and the Overnight shift differential is paid from 11 pm - 7 am Day Weekend (Sat, Sun): $1.50/hour Swing Weekday (Mon-Thurs): $1.50/hour Swing Weekend (Fri, Sat, Sun): $2.75/hour Overnight Weekday (Monday - Thursday): $2.75/hour Overnight Weekend (Friday, Saturday & Sunday): $4.00/hour Bilingual Language Differential Pay. Employees who successfully pass a language assessment are eligible to receive bilingual differential pay. This differential is provided as a fixed amount of $3,000 per calendar year, paid on a bi‑weekly basis across 26 pay periods, and prorated based on hire date and full‑time equivalency (FTE).

Schedule

This position is fully onsite/in-person. Schedule is 4 x 10 hour shifts, Saturday - Tuesday 9:00 am - 7:30 pm.

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, and 2 floating holidays (hours calculated pro-rata basis based on full-time equivalency)
• Holidays: The company observes 11 designated holidays each year. Exception: Employees working in 24/7 programs or facilities are scheduled to work their regular shifts if the holiday falls on their scheduled workday. In these cases, employees will receive their regular pay for hours worked plus holiday pay.
• Employee Assistance Program
• Voluntary term life insurance
• Short-term disability*
• Eligible for benefit if working 30 hours per week or more