Client Services Representative - Medical Clinic (63800)

About the role

Aurora Mental Health & Recovery (AMHR) is seeking a full-time Client Service Representative (CSR) to support our Medical Clinic. 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. The ideal candidate excels in exceptional customer service, both in-person and over the phone, and is comfortable working with diverse and underserved populations, ranging from children to older adults. This position requires strong organizational skills, the ability to multi-task, and clear communication while collaborating with multi-disciplinary teams. Experience in verbal de-escalation is preferred, and bilingual Spanish-speaking candidates are encouraged to apply. If you thrive in a dynamic environment and are passionate about client-centered care, we invite you to join our team!

Responsibilities

• Welcome and greet all external and internal customers with dignity, respect, professionalism and superior customer service
• Timely answer incoming calls, effectively respond and resolve concerns, or transfer the caller to the appropriate location for further assistance
• 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
• Assist with all 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 of service; maintain 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 ensure the bank deposit is picked up daily
• Maintain and reconcile program petty cash and supply 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
• Ensure client inquiries, registration forms, and other forms are accurately entered and completed in the EHR for clients to receive services (new and updates for existing clients)
• 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, make copies and order promptly, and monitor equipment to ensure operability for staff; request service technician when needed
• Monitor and coordinate care for assigned clients in partnership with other members of the client's care team

Qualifications

• High school diploma/GED
• Associate's Degree preferred
• One year of customer service related experience and/or training
• Healthcare experience preferred
• 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 ability to work with a diverse population
• Ability to multi-task and prioritize responsibilities, be detail oriented, and demonstrate efficient use of time