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

Public Health, 850 N. 6th, Abilene, Texas, United States of America Req #578
Tuesday, March 7, 2023


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.


This position exercises no supervision.


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) 


Perform other job related duties and responsibilities as assigned.


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:


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.

Customer Service Representative III

Three (3) years of experience in customer service or other comparable position to include two (2) years of experience  as a CSR II in ATCPHD with the City of Abilene.


A high school diploma or GED is required. 

License or Certificate: 

A valid Texas driver’s license; the ability to obtain one within ninety (90) days of employment with the City of Abilene, or a military waiver is required.

Special Requirements:

Ability to work in a standard office environment.

Consideration given to bi-lingual candidates.

Ability to work in a non-standard office environment such as in a mobile or temporary location.

Work may include exposure to cold, heat, noise, outdoors, vibration, chemicals, and biological hazards.

Potential exposure to persons with various infections and/or non-infectious diseases.

Ability to travel to different local sites.

Ability to travel to approved out-of-town conferences and trainings to meet City of Abilene and ATCPHD objectives.

Essential duties require the following physical skills and work environment:

With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:

___     Sedentary – lifting of no more than 10 pounds

___     Light – lifting no more than 20 pounds; carrying up to 10 pounds

_X_     Medium – lifting no more than 50 pounds; carrying up to 25 pounds

___     Heavy – lifting no more than 100 pounds; carrying up to 50 pounds

___     Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds

Physical Demand Codes:  The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:

Codes for how often:

N         =          No

E         =          Extensive (100 – 70% of the time)

M         =          Moderate (60 – 30% of the time)

I           =          Infrequent (20 – 10% of the time)

A         =          Almost Never (<10% of the time)

Code / Task

 M        Standing

 E_      Sitting

 M        Walking

  I_       Lifting

  I_       Carrying

  I_       Pushing/Pulling

  I_       Overhead Work

 E_      Fine Dexterity

  I_       Kneeling

  I_       Crouching

  I_       Crawling

  I_       Bending

 M        Twisting

  I_       Climbing

 M        Balancing

 E_      Vision

 E_      Hearing

 E_      Talking

___     Other:  _____________________

Other details

  • Job Family Customer Service Representative - Public Health
  • Pay Type Hourly
  • Min Hiring Rate $12.65
  • Max Hiring Rate $19.80
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Location on Google Maps
  • Public Health, 850 N. 6th, Abilene, Texas, United States of America