Customer Service Specialist 1

Overview

Schedule: Monday through Friday, from 830am to 5pm

Compensation We Offer  

• The initial compensation for this position ranges from $23 to $28.81 Per Hour, depending on experience, location and internal equity considerations.

Possible Additional Compensation (may vary based on position eligibility)

• Possible Bilingual Differentials: Up to 7.5% for qualifying direct-service roles; up to $80.00/month flat fee for qualifying non-direct service roles.

Benefits We Offer 

• Benefits Eligibility starts on day ONE

• We provide a robust benefits package which includes medical, dental, vision, See our Benefits Page HERE.

• 401K Employer Match up to 4%

• Competitive Time Off Plans

Must meet eligibility requirements based on employment status

Pay Range

$23.43 - $28.81
Job Summary

The Customer Service Specialist is responsible for processing and completing internal and external referrals, acts as primary liaison between external agencies and internal agency departments and completes all required administrative paperwork and data entry for customer records. Coordinates all activities related to initial intake, level of care screening, insurance verification and payment coordination. Regularly interfaces face-to-face and by telephone with customers as well as with all agency and County electronic systems connected to client care and billing. Supports requirements related to County and State Access requirements.

Responsibilities

• Answers phones and obtains all information related to initial request for services, referral source, basic demographics, and insurance/payment responsibility
• Completes comprehensive phone screens and utilizes comprehensive knowledge of the Agency’s continuum of care to make initial referral recommendations
• Answers questions regarding service availability
• Ensures that non-English language needs are met to facilitate effective access
• Creates electronic record and/or documents in other logs or databases as indicated
• Triages services to other community resources if applicable
• Maintains all tracking systems
• For foster youth, obtain qualifying minute order. Also obtains other relevant court documents as needed.
• Verifies/clarifies insurance eligibility, co-pays, deductibles and enters into electronic record
• Coordinates with program manager, family, and billing re: payment issues
• Ensures that all initial and ongoing insurance authorization information is recorded in clinical record
• Liaison between all internal program departments regarding referral coordination
• Routinely maintains, verifies and confirms data entry accuracy and consistency between internal electronic records and all County systems
• Participates as member of team in QA/QI activities
• Prepares variety of reports as requested
• Works closely with Program Manager to continually build, improve, and refine Customer Services infrastructure
• Maintains expertise in agency-wide procedures
• To serve as back-up to any HIM and other Customer Services staff absences.
• Other duties as assigned to support specific agency/business need and/or enhancement of operations
   

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
• High School Diploma or GED and two (2) years of relevant experience, or equivalent combination of education and experience (two years of relevant experience equals one year of education)

Job Competencies

• Advanced skills in Microsoft Office (e.g., Word, Excel, Project Management, etc.)
• Attention to detail
• Conflict Resolution
• Documents Clearly and Accurately
• Encourages Customer Focus
• Time Management
• Strong communication skills

Physical Requirements

The work environment conditions as described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to use hands to handle or feel objects, tools or controls; reach with hands and arms; and taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

N/A May have unsupervised contact with children. Requires full background check and TB Exam. We are an Equal Opportunity Employer, which includes providing reasonable accommodations for individuals with a disability. We will consider for employment, qualified Applicants with Criminal Histories in a manner consistent with ordinance 184652 Sec.189.04 (a) and San Francisco Police Code, Article 49. Section 4905.