Customer Service Representative

Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. The Customer Service Representative role involves providing brief telephone triage screenings to individuals requesting outpatient services, managing referrals, and coordinating appointments in a fast-paced call center environment.

Responsibilities:

• Provides telephone brief screenings of clinical needs, and funding sources, to individuals and families requesting outpatient services, documenting in Avatar
• Monitors appointment availability to identify service access issues and notifies supervisor as well as program supervisor
• Coordinates and schedules outpatient appointments and referral services for appropriate clients with disposition appropriate based on the brief screening
• Establishes positive working relationships with other Centerstone programs and sites to ensure efficient client referral and coordination across continuums of care
• Identifies quality and service access improvement opportunities and recommends appropriate action plans to address or resolve, with clients and with staff
• Participates as a team member and contributes to the enhancement of the department
• Coordinates and provides appropriate disposition for medication related calls, including refill requests, side effects, & prior authorizations
• Assess and provide interventions for at crisis callers via phone using active listening, crisis intervention and suicide risk assessment skills
• Manage reports to monitor and make re-engagement efforts to high risk populations

Requirements:

• High School diploma or GED required
• Ability to type a minimum of 35 wpm required
• Experience working in mental health and/or substance abuse fields preferred
• Knowledge or experience with FL- Medicaid and/or Insurance preferred