Customer Service Specialist II

Job Title :

Customer Service Specialist II

Department : Customer Service

Customer Service

Reports to :

Manager Administrative Operations

FLSA :

Non-Exempt (Parttime)

Division

Customer Service

Location

Office Based

Business Unit

Administrative Operations

Grade level

Position : Parttime

Hours : Monday - Thursday 4 : 00pm - 8 : 00pm & Friday 1 : 00pm - 5 : 00pm

Children’s Center of Wayne County (TCC) The Children’s Center, founded in 1929, provides evidence-based clinical therapy to children who deal with mental, behavioral, emotional, intellectual, and developmental health and educational challenges or may have experienced trauma.

School + Community-Based Partnerships : We partner with K-12 schools and community organizations that serve children to provide clinical therapy, counseling, psychological services, and psychiatric evaluations, treatment & interventions.

Child Welfare : In addition to the clinical therapy programs offered, The Children’s Center places children in licensed foster homes, and supports them throughout their time in the child welfare system.

Child Well-being + Family Success : We operate an onsite family success center that promotes child-wellbeing and offers children and youth from all walks of life to access relevant mental health crisis prevention and child abuse and neglect prevention services.

Advocacy : We champion child and youth well-being for those experiencing poverty-related issues, those within the child welfare system, and those in need of evidence-based, clinical therapy.

TCC’s mission is to help children and families shape their own futures. If as many children as possible, and their families can easily access comprehensive, evidence-based, clinical therapy that is integrated into and supports their everyday lives then, children will experience an improved quality of life where they have a true sense of agency and empowerment in their lives.

We embrace and demonstrate a set of Core Values as the foundation of our culture. They define how we do what we do, and what we value in our work with each other and our community.

Daily demonstration of these values, in mindset and behavior, is required to be successful as a TCC team member.

• Dedicated-We are devoted, dedicated and always willing to pitch to accomplish our mission.
• Passionate-We are passionate about what we do and helping the people we serve.
• Accountable-We do what we say and accomplish all aspects of our responsibilities.
• Can Do Attitude- We approach our responsibilities with a positive attitude.
• Respectful- We always treat co-workers, donors, children and families with the utmost respect, courtesy, and patience.

Job Summary

The Customer Service Specialist II ensures there is a welcoming front desk and back desk experience. This role helps families with questions, scheduling, collections, and complaints.

This role provides families with information about services, answering the phone, processing transportation and translation requests.

This role works with all staff within the agency.

Job Requirements

• High school graduate or equivalent, some college coursework preferred.
• Must maintain professional standards at all times while conducting agency business.
• Ability to demonstrate basic computer skills Experience with electronic health records and insurance verification is a plus.
• Previous customer service experience in a client facing CMH / healthcare position preferred.
• Must be comfortable being the main point of contact, face to face and over the phone in a fast-paced office setting. The ability to multi-task effectively with minimal errors is highly desired.
• Develop Performance Goals and Expectations with immediate supervisor annually.
• Collaborate and maintain professional standards at all times while conducting agency business.

Essential Functions

• Welcome clients and have knowledge of where in the organization information can be obtained regarding available support, services, and benefits.
• Check clients in / out for appointments via the EHR and / or other forms as required.
• Call clinician / psychiatric support staff once a client has been waiting in lobby for 10 minutes or more.
• Answer incoming calls and retrieve all voice mails left on the centralized scheduling voice message system and return calls within 24 hours of receipt.
• Schedule, reschedule, cancel, and confirm appointments in person and over the phone as required. Including reoccurring appointments and staff's unscheduled time off.
• Distribute bus tickets, call for cab services and / or coordinate Uber Health rides when identified by clinician.
• Request interpreter services for clients as needed within 24 hours of the scheduled appointment.
• Accept mail / packages, date / time stamp all incoming mail.
• Send out timely communication regarding all emergency code announcements immediately as notified.
• Complete incident reports accordingly within 24 hours of the incident.
• Monitor the lobby area, ensuring that the needs of visitors and guests are met. This includes maintaining all forms and posters in the lobby area.
• Copy, print, collate and distribute flyers and notice of training for families as requested.
• Assist clients in accessing the local appeals, grievances, and rights complaint processes.
• Perform other related duties, assist with additional tasks and / or special projects as assigned by the Supervisor.

Additional Functions

• Contribute to a positive workplace culture that demonstrates evidence of high accountability, inclusivity, and collaboration.
• Demonstrate a commitment to anti-racist practices, diversity, equity, and inclusion in the workplace.
• Actively support and encourage creating a safe, welcoming, and inclusive administrative and service delivery environments.
• Adhere to best practices, ethical standards, and compliance with relevant laws and regulations.

Physical Requirements

• Ability to bend and lift to 10 lbs.
• Ability to sit for extended periods of time.

Other

Must provide clearance that there is no record and / or convictions as a perpetrator of child abuse / and or neglect on the State of MI Child Abuse / Neglect Central Registry.

Benefit Package including

Matching 3% 403(b) retirement plan after one year, fully vested after two years of employment

Longevity Pay

Employee Assistance

Voluntary Benefits

Pet Insurance

Legal Shield (prepaid legal services)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.