Hourly 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 provides clerical support for the CMS Care Coordination program and serves as a front-line representative for DeKalb Public Health, assisting staff and the public with program information, referrals, and administrative tasks.

Responsibilities

• Act as clerical support for CMS Care Coordination:
  • Process and distribute incoming mail within one hour of receipt.
  • Attend staff meetings, take minutes, and distribute them within seven working days.
  • Maintain monthly inventory of program forms and order replacements to prevent depletion.
  • Type and distribute letters and correspondence for Care Coordinators within two working days of request, proofreading for errors.
  • 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, and other communication channels.
  • Answer routine questions about the program for staff and customers.
• Use Microsoft Access, Word, Excel, and PowerPoint to perform assigned duties, demonstrating 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 customers' questions, requests, and needs, routing them to appropriate staff.
  • Greet visitors and direct them to appropriate staff.
  • 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 sources and families 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 (Insight, Access, Excel):
  • Maintain filing and record-keeping systems and reference materials.
  • Serve as records custodian for CMS, ensuring proper access protocols for unauthorized persons.
  • Update the referral log daily and document telephone referrals on the Children 1st Screening and Referral Form.
  • Update the status of enrolled clients within two days of receipt of routing forms.
  • Maintain files related to general office procedures, including reference manuals, timekeeping, purchasing, and routing correspondence.
  • Keep the record room clean, neat, and organized; archive records according to protocol.
  • Enroll clients into the Insight patient management system and enter billing as appropriate.
  • Maintain Access and Excel databases as required.
• Serve as purchasing coordinator for CMS:
  • Monitor and maintain office supplies, ordering according to established policies and procedures.
  • Complete requisitions accurately and submit them to the Child Health Services Unit Administrative Assistant.
  • Distribute received items as applicable and inform staff within two days of receipt.
  • Type purchase requisitions for CMS within two days of request and maintain records of purchase requisitions.
• Participate in marketing and program promotion:
  • Attend health fairs and community promotional events as scheduled.
  • Assist staff in planning program promotion activities.
  • File community activity reports within one week of the activity.
• Perform additional duties related to Emergency Preparedness:
  • Keep administration informed of current after-hours contact telephone numbers.
  • 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.
• Proficiency in Microsoft Access, Word, Excel, and PowerPoint.
• Strong written and verbal communication skills.
• Ability to maintain accurate records and compile data for reports.

Pay

$18.00 hourly.

Posting Date: 08/21/2026 | Application Deadline: 09/21/2026 | Location: T.O. Vinson Health Center, Community Health - MCH Division