Customer Service Representative – Bilingual (Temporary)

We need to output HTML fragment with sections: About the role? Actually we have sections: About Access To Healthcare Network (maybe "About the role"? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content accordingly. We have: - Job Title line: not to repeat as heading. - Reports To, Supervises, Location, Status: minor metadata; fold into short

or drop. - About Access To Healthcare Network: that's about the organization; could be "About the role"? Actually "About the role" is generic; but we have description of organization. Could use "About the role" heading and put that paragraph. - Job Purpose: could be part of responsibilities? Might be separate but we can include under Responsibilities? Probably better to have a short paragraph under "About the role" describing purpose. - Key Duties & Responsibilities: list of duties; we can put under

Responsibilities

with

• . - Qualifications: Education & Experience: under

  Qualifications

  maybe with
  . - Skills & Competencies: under

  Skills

  with
  . - Certifications & Requirements: could be part of Qualifications or separate? Could be under Qualifications as additional bullet. - Work Environment & Physical Requirements: maybe not a standard heading; could be omitted unless we create a section? Not in list; we could drop or include as a paragraph under Qualifications? Probably drop as not required. - Benefits: "Position qualifies for eligible benefits. Required to pass a background check through the State of Nevada". That's benefits info; we can put under

  Benefits

  with
  or

  . Since it's not detailed, we can still include as a paragraph. - Pay, Schedule: not present, so omit. - Also need to include metadata like Reports To etc as short

  maybe before sections. - Remove boilerplate: EEO, funding clause, etc. Remove "The statements herein..." etc. Also remove "FUNDING CLAUSE", "As an equal opportunity employer..." etc. - Also remove "Benefits: Position qualifies for eligible benefits. Required to pass a background check through the State of Nevada" we keep. - Also remove "Job Title: Customer Services Representative – Bilingual Reports To: Eligibility Supervisor Supervises: Not Applicable Location: Access to Healthcare Network (Reno/Las Vegas) Status: Temporary (Approx 3-6 months) with possible extension, Non‑Exempt" we can turn into a short

  maybe. We need to preserve all substantive information. So we need to include the metadata (Reports To etc) but not as headings. So a short paragraph. Let's extract substantive content: - About Access To Healthcare Network paragraph: mission-driven nonprofit dedicated to improving access to quality healthcare and supportive services. We foster a collaborative, respectful, and dynamic work environment where team members feel valued and supported. Joining AHN means contributing to meaningful work that positively impacts seniors, individuals with disabilities, and underserved community members. - Job Purpose: The Customer Service Representative (CSR) serves as the first point of contact for the HIV Services Division. This role is responsible for professionally answering incoming calls, assessing caller needs, and triaging inquiries to the appropriate programs or staff. The CSR also supports outbound outreach to schedule appointments for Ryan White eligibility and health coverage enrollment, ensuring timely access to services for vulnerable populations. - Key Duties & Responsibilities broken into subcategories: Call Handling & Triage: - Answer, screen, and triage incoming calls in a professional, compassionate, and efficient manner. - Assess caller needs and route inquiries to the appropriate Access program, staff member, or external partner. - Provide accurate, clear information about services, eligibility, and next steps. Scheduling & Outreach: - Schedule appointments for HIV Services eligibility, case management, and health insurance enrollment using Access systems. - Conduct outbound calls to clients to schedule or confirm appointments, including outreach during health insurance Open Enrollment periods. Documentation & Data Entry: - Accurately document all client interactions in Access databases and customer management systems. - Enter and maintain complete and accurate caller information in a timely manner. - Ensure data integrity and compliance with program and reporting requirements. Coordination & Communication: - Collaborate closely with the Eligibility Supervisor and HIV Services team to ensure efficient handling of client needs. - Communicate effectively across AHN departments to support coordinated service delivery. - Maintain positive working relationships with community partners and referral organizations. Client Service Excellence: - Deliver high-quality customer service with professionalism, empathy, and cultural sensitivity. - Effectively communicate complex information in a way that is understandable to diverse populations. - Use critical thinking and resourcefulness to address barriers and connect clients to appropriate services. Additional Duties: - Participate in ongoing training and team meetings. - Support team operations during high-demand periods (e.g., Open Enrollment). - Perform other duties as assigned. - Qualifications: Education & Experience: - High School Diploma or equivalent required. - Bilingual (English/Spanish) required. - Previous customer service or call center experience preferred. - Experience working with vulnerable populations or in healthcare/social services strongly preferred. - Skills & Competencies: - Strong communication and active listening skills. - Compassion and professionalism in high-stress situations. - Attention to detail and accuracy in documentation. - Ability to manage multiple systems and tasks simultaneously. - Problem-solving and critical thinking skills. - Cultural competence and sensitivity to diverse populations. - Certifications & Requirements: - Must pass Medicare/Medicaid fraud screening. - Must obtain Community Health Worker Certification within one year (agency‑funded). - Work Environment & Physical Requirements (maybe we can include as a paragraph under a generic heading? Not required; but we could include as a short paragraph under "Work Environment". However instruction says only include sections when posting has real, specific content for it. It does have content, but not in the list of headings. We could still include as a

  without heading? Probably better to include as a paragraph under a generic "Work Environment" heading? Not in allowed list but we could still use

  Work Environment

  though not in examples. Safer to omit? The instruction: "Use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., not exclusive. So we could use other headings if needed. But they said "include a section ONLY when the posting has real, specific content for it". So we could add a section for Work Environment if we want. However they didn't list it as example but it's okay. But to be safe, we could incorporate that info into a paragraph under Qualifications or Skills? Might be better to add a

  Work Environment

  with

  . I'll include. - Benefits: "Position qualifies for eligible benefits. Required to pass a background check through the State of Nevada". We'll put under

  Benefits

  with
  • ... maybe two items. - Also need to include metadata: Reports To: Eligibility Supervisor, Supervises: Not Applicable, Location: Access to Healthcare Network (Reno/Las Vegas), Status: Temporary (Approx 3-6 months) with possible extension, Non‑Exempt. We'll put in a short

    at top. Now produce HTML fragment. We must not include or . Just the fragment. Let's craft:

    Reports To: Eligibility Supervisor; Supervises: Not Applicable; Location: Access to Healthcare Network (Reno/Las Vegas); Status: Temporary (Approx 3-6 months) with possible extension, Non‑Exempt

    Then

    About the role

    with paragraph(s) about AHN and Job Purpose maybe combine. Better:

    About the role

    Access to Healthcare Network (AHN) is a mission-driven nonprofit dedicated to improving access to quality healthcare and supportive services. We foster a collaborative, respectful, and dynamic work environment where team members feel valued and supported. Joining AHN means contributing to meaningful work that positively impacts seniors, individuals with disabilities, and underserved community members.

    The Customer Service Representative (CSR) serves as the first point of contact for the HIV Services Division. This role is responsible for professionally answering incoming calls, assessing caller needs, and triaging inquiries to the appropriate programs or staff. The CSR also supports outbound outreach to schedule appointments for Ryan White eligibility and health coverage enrollment, ensuring timely access to services for vulnerable populations.

    Then Responsibilities:

    Responsibilities

    with items grouped? Could keep subheadings inside? But we can just list all duties as li. Might be long but okay. We could also keep subheadings as inside li? But better to keep simple list. Let's list all duties: - Answer, screen, and triage incoming calls in a professional, compassionate, and efficient manner. - Assess caller needs and route inquiries to the appropriate Access program, staff member, or external partner. - Provide accurate, clear information about services, eligibility, and next steps. - Schedule appointments for HIV Services eligibility, case management, and health insurance enrollment using Access systems. - Conduct outbound calls to clients to schedule or confirm appointments, including outreach during health insurance Open Enrollment periods. - Accurately document all client interactions in Access databases and customer management systems. - Enter and maintain complete and accurate caller information in a timely manner. - Ensure data integrity and compliance with program and reporting requirements. - Collaborate closely with the Eligibility Supervisor and HIV Services team to ensure efficient handling of client needs. - Communicate effectively across AHN departments to support coordinated service delivery. - Maintain positive working relationships with community partners and referral organizations. - Deliver high-quality customer service with professionalism, empathy, and cultural sensitivity. - Effectively communicate complex information in a way that is understandable to diverse populations. - Use critical thinking and resourcefulness to address barriers and connect clients to appropriate services. - Participate in ongoing training and team meetings. - Support team operations during high-demand periods (e.g., Open Enrollment). - Perform other duties as assigned. Now Qualifications:

    Qualifications

    with items: - High School Diploma or equivalent required. - Bilingual (English/Spanish) required. - Previous customer service or call center experience preferred. - Experience working with vulnerable populations or in healthcare/social services strongly preferred. Skills:

    Skills

    items: - Strong communication and active listening skills. - Compassion and professionalism in high-stress situations. - Attention to detail and accuracy in documentation. - Ability to manage multiple systems and tasks simultaneously. - Problem-solving and critical thinking skills. - Cultural competence and sensitivity to diverse populations. Certifications & Requirements: Could be under Qualifications as separate list? Could be its own section

    Certifications & Requirements

    items: - Must pass Medicare/Medicaid fraud screening. - Must obtain Community Health Worker Certification within one year (agency‑funded). Work Environment:

    Work Environment

    The noise level in the work environment is usually moderate, and the employee usually works in a climate-controlled office environment. Be able to sit at a computer for up to 6–8 hours per day. Be able to stand and walk for extended periods 3-6 hours per day. Be able to withstand frequent hand/wrist deviation and repetition. Must be able to lift, carry up to 30 pounds with a fair consistency.

    Benefits:

    Benefits

    • Position qualifies for eligible benefits.
    • Required to pass a background check through the State of Nevada