CUSTOMER SERVICE REPRESENTATIVE I

**Applications Accepted From: All Persons Interested** **Division:** Public Health Service **Reporting Location:** 8000 North Stadium Dr. **Workdays & Hours:** Monday – Friday, 8:00 AM – 5:00 PM Nights/ Weekends as needed\* \*Subject to Change\* **DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS:** - Handles high-volume inbound and outbound calls in a contact center environment, providing accurate information and resolving client inquiries in a timely and professional manner. - Schedules, reschedules, and cancels appointments across multiple service lines using designated systems (e.g., EPIC), ensuring accuracy and efficiency. - Assists clients with eligibility screening, program information, and service navigation, including referrals to appropriate internal and external resources. - Coordinates and processes referrals, ensuring timely follow-up and continuity of care. - Documents all client interactions, appointments, and service requests accurately in system platforms in accordance with established policies and procedures. - Provides excellent customer service by addressing concerns, de-escalating issues, and maintaining a courteous and professional demeanor. - Verifies and updates client demographic and insurance information as needed. - Collaborates with clinic staff, providers, and program teams to ensure seamless service delivery and communication. - Maintains knowledge of departmental programs, services, policies, and procedures to provide accurate guidance to clients. - Meets established performance metrics, including call quality, productivity, and customer satisfaction standards. - Participates in required trainings, quality assurance activities, and process improvement initiatives. - Performs other duties as assigned to support contact center and program operations. **WORK ENVIRONMENT:** There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a monitor.**EDUCATION REQUIREMENTS** Requires a high school diploma or a GED. **EXPERIENCE REQUIREMENTS** Six (6) months of administrative or customer service-related experience are required. Associate's degree may be substituted for the years of experience. **LICENSE REQUIREMENTS:** None.**\*\*Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.\*\*** - Bilingual (English/Spanish) strongly preferred to effectively assist a diverse client population and ensure clear communication during eligibility interviews, follow-up calls, and documentation review. - Experience with eligibility screening, social services programs, or customer service in a healthcare or community setting preferred. - Strong interviewing, communication, and documentation skills. - Ability to navigate eligibility software, maintain accurate records, and manage multiple tasks in a fast-paced environment. - Preference shall be given to eligible veteran applicants in accordance with Executive Order 1-6. **PHYSICAL EFFORT:** The position is physically comfortable most of the time with occasional periods of stooping, bending and/or light lifting of materials of up to 10 pounds. **SELECTION / SKILLS TESTS REQUIRED:** Department *may* administer skills assessment test **SAFETY IMPACT POSITION:** No If yes, this position is subject to random drug testing and if candidate is promoted into this position, he/she must pass an assigned drug test. **SALARY INFORMATION: GRANT FUNDED POSITION** Grants & Special funded positions are dependent upon continued available funds. If funding is no longer available, employee may be laid off or transferred. Factors used in determinin…