Job Description

PURPOSE OF POSITION:

The Customer Service Representative is responsible for initial access to programs and services provided by the agency. The incumbent provides verbal and written information to applicants for services, encourages applicants to consider available options, and conducts telephone screening to determine most appropriate programs and services for the applicants in a timely manner. Within this position at UHC will cultivate such employee towards a career in Case Management/Social Work, if employee in actively enrolled in related school degree.

DUTIES AND RESPONSIBILITIES:

1. Responsible for handling internal and external client satisfaction issues, inquiries, complaints in a timely and satisfactory manner.
2. Responds to all client referrals by telephone, representing the Agency and the programs offered.
3. Screens all clients' referrals to determine their eligibility, if any, for the Agency's funded programs and/or other programs in the Agency.
4. Conducts telephone screening of all clients who qualify for any Agency program using DOEA approved Telephone Screening Form.
5. Handles calls from the switchboard and any other Agency department.
6. Maintains accurate and complete waiting lists.
7. Participates in re-screening clients every year or as needed. Accurately documents modifications in risk score.
8. Enters accurate and complete information from initial screening and re- screening into Agency's databases as required.
9. Notifies referring agency/individual in a timely manner when an applicant is placed on the waiting list and regarding any status change of applicants on the waiting list.
10. Assist in Coordinating privacy of Agency's clients and/or consumers. (HIPAA)
11. Participates in Agency wide performance improvement activities including but not limited to patient surveys, data collection, performance improvement studies and corrective actions.
12. Performs other duties as assigned.

MACHINES, TOOLS, EQUIPMENT, SOFTWARE:

1. Computer skills in windows based applications
2. Multi-line telephone systems
3. Photocopy, fax machines and voicemail

QUALIFICATIONS:

College credits; experience in the areas of customer service or social services, or other related field may substitute on a year for year basis for required education. Strong background in customer service. Excellent oral, written, interpersonal, negotiation and persuasion skills. Ability to establish and maintain good rapport with customers. Strong organizational, time management, problem solving and responsible decision making skills. Proficiency in Word and Excel. Bilingual in both English and Spanish. Creole is a plus.

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance
Ability to Commute:

Miami, FL 33122 (Required)
Ability to Relocate:

Miami, FL 33122: Relocate before starting work (Required)
Work Location: In person