Customer Service Representative

Founded in the 1920s and headquartered in Decatur, GA, DeKalb Public Health (DKPH) works to protect, promote and improve the health and well-being of all DeKalb County residents. Our vision is for a healthier DeKalb where all residents have equitable access to public health resources and live healthy lives.

About the role

This position is located at the T.O. Vinson Health Center within the Community Health - MCH division.

Responsibilities

• Serve as clerical support for CMS Care Coordination:
  • Process incoming mail and distribute within one hour of receipt.
  • Attend staff meetings, take minutes, and distribute within seven working days.
  • Maintain monthly inventory of program forms and order replacements to prevent depletion.
  • Type letters and other correspondence for Care Coordinators within two working days of request, proofread for errors, and correct.
  • Serve as relief for the front desk receptionist as assigned.
  • Assist CMS Coordinator and staff with assigned duties.
  • Provide program information to the public via telephone, mail, etc.
  • Assist staff and customers in answering routine questions about the program.
  • Use Microsoft Access, Word, Excel, and PowerPoint to perform assigned duties.
  • Utilize effective written and verbal communication skills.
  • Collect and compile data accurately from reports, files, databases, and other sources for monthly and quarterly reports.
  • Prepare and distribute data reports per policy and procedures.
• Receive, screen, and direct telephone and other communications:
  • Note customer questions, requests, and needs, and route to appropriate staff.
  • Greet visitors and direct them to appropriate staff.
  • Answer routine questions about the organization and policies.
  • Record and distribute telephone messages accurately within thirty minutes of receipt.
  • Provide switchboard relief as required.
• Coordinate the processing of CMS incoming referrals per policy and procedures:
  • Log all new referrals into the database.
  • Create folders for screened referrals and send letters to referral source and family within three business days.
  • Schedule appointments into the master calendar on designated days per care coordinator.
  • Close referral folders at the request of the case manager.
• Maintain CMS data in multiple database systems such as Insight, Access, and Excel:
  • Maintain filing and record-keeping systems and reference manuals/materials.
  • Serve as records custodian for CMS.
  • Obtain written requests for all access by unauthorized persons to information on children enrolled in the program.
  • Update referral log daily.
  • Take telephone referrals and document correctly on the Children 1st Screening and Referral Form.
  • Update the status of enrolled clients within two days of receipt of routing form.
  • Maintain files related to general office procedures, including reference manuals, timekeeping, purchasing, and routing correspondence.
  • Keep the record room clean and neat, and archive records according to protocol.
  • Enroll clients into the Insight patient management system.
  • Enter billing into Insight as appropriate.
  • Maintain Access and Excel databases as needed.
• Serve as purchasing coordinator for CMS:
  • Monitor and maintain supplies for CMS.
  • Order office supplies monthly according to established policies and procedures.
  • Complete requisitions accurately and submit to Child Health Services Unit Administrative Assistant.
  • Distribute received items as applicable.
  • Type purchase requisitions for CMS within two days of request.
  • Follow office procedures for maintaining records of purchase requisitions.
  • Inform staff within two days of receipt of ordered items.
• Participate in marketing and program promotion:
  • Attend health fairs and community promotional events as scheduled.
  • Assist staff in planning program promotion activities.
  • Ensure community activity reports are filed within one week of the activity.
• Perform additional duties related to Emergency Preparedness:
  • Keep administration informed of current telephone number(s) for after-hours contacts.
  • Participate in all drills or training sessions related to Emergency Preparedness.

Requirements

• High school diploma or GED.
• One year of experience communicating information in a customer service setting.

Benefits

• 13 paid holidays.
• 3 weeks annual leave.
• 3 weeks sick leave.
• Flexible schedules within core working hours of Monday–Friday, 8:15 AM–5:00 PM.
• Pension plan.
• Employer 401K match.
• Payroll-deductible health benefits.
• Payroll-deductible flexible benefits.
• Flexible spending accounts.
• Worksite wellness programs.
• Diverse workforce and opportunities for growth.
• Hybrid teleworking option for eligible positions after probation.

Pay

$38,433.04 annually (Pay Grade G, Job Code GST121).