Mercy Clinic - Customer Service Representative I/II/III - Public Health

GENERAL DESCRIPTION

Under direction, to work in the operation and maintenance of administrative and program functions in support of the MERCY Health Care Center and Abilene-Taylor County Public Health District (ATCPHD).  The position involves high volume public contact; entering and interpreting data and documents, and complying with ATCPHD standards to communicate and interpret ATCPHD divisional, departmental, and City policies.

SUPERVISION EXERCISED

This position exercises no supervision.

IMPORTANT AND ESSENTIAL DUTIES

Customer Service Representative I/ II

Furnish the general public with information concerning all programs within the ATCPHD and the MERCY Health Care Center.

Route calls to internal and external lines as necessary.

Handle money, make appropriate cash change and write receipts; complete daily cash report to account for monies received and distributed.

Check, verify, and distribute documents, applications, and reports.

Operate and care for a variety of equipment, including systems using computers, copy machines, printers, fax machines, scanners, telephones, televisions, monitors and other assigned ancillary machines.

Assist customers in identifying community resources and link people to needed health services. 

Prepare insurance verifications and billing documentation for daily clinic operation.

Maintain approved stock of required forms and supplies for front desk services

Customer Service Representative III – In addition to the duties above:

Provide functional guidance and training for other Customer Service Representative positions.

Serve as a PCI super-user for this location. (Credit Card system) 

OTHER JOB RELATED DUTIES

Perform other job related duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Customer Service Representative I/ II

Departmental rules, regulations, procedures, functions, office recordkeeping, and reporting procedures.

Public Health functions, processes and requirements.

Customer Service Representative III – In addition to the above:

Functional Supervision of staff in this area.

Cash Handling and Credit Card Reconciliation

Skill to:

Type and enter data with the speed and accuracy necessary for successful job performance.

Provide exemplary customer service to internal and external customers in all circumstances, and during potentially stressful situations.

Operate office equipment including computers and other related technological equipment. 

Ability to:

Use tact and diplomacy at all times when interacting with customers.

Understand, follow, and interpret departmental policies and procedures.

Communicate clearly and concisely, both orally and in writing.

Plan and organize clerical work assignments. 

Adhere to departmental confidentiality policies and procedures.

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.

Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.

Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Experience and Training Guidelines:

For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying.  Knowledge, skills, and abilities may be obtained through:

Experience:  

Customer Service Representative I

This is an entry-level position and requires one (1) year experience in customer service.

Customer Service Representative II

Two (2) years of experience of related work.