Customer Service Specialist

SCCMHA JOB VACANCY ANNOUNCEMENT

CLASSIFICATION: Customer Service Specialist

PAY GRADE: $18.43- $21.24 Hourly

POSITION SUMMARY:

Under the general supervision of the Customer Service Supervisor, serves a primary customer service contact for Saginaw County Community Mental Health Authority (SCCMHA). This position supports a safe, welcoming, and professional environment by coordinating front desk operations, managing incoming communications, assisting visitors and persons served in navigating services, and collaborating with internal departments including Security, Recipient Rights, and Clinical Departments. This position will be knowledgeable about and actively support culturally competent recovery based practices; person centered planning as a shared decision making process with the individual, who defines his/her life goals and is assisted in developing a unique path toward those goals; and a trauma informed culture of safety to aid persons served in the recovery process.

ESSENTIAL DUTIES AND RESPONSIBLITIES:

1. Serves as primary customer service contact to Saginaw County Community Mental Health Authority. Answers and directs all incoming and inter-agency calls to appropriate departments/employees promptly and in a courteous, professional manner.

2. Provides information and direction to all persons served, visitors, and general public in a prompt, courteous, and professional manner at all times.

3. Collaborates with SCCMHA Security staff to support safe and secure building operations, including monitoring visitor access procedures, issuing, and tracking visitor badges, identifying unusual or concerning activity in the lobby area, and communicating promptly with security personnel when needed.

4. Provides coverage of the Customer Services greeting area to ensure visitors are welcomed promptly and professionally. Manages visitor sign-in procedures, issues visitor identification badges, provides directions within the building, and supports safe visitor flow.

5. Checks in recipients for scheduled appointments and ensures staff are notified of their arrival promptly, maintaining established customer service and operational timeliness standards.

6. Maintains informational brochures and educational materials in the customer service area, ensuring resources remain stocked and accessible to persons served and families. Assists individuals in locating relevant materials and promotes awareness of available resources, including persons served feedback and suggestion box opportunities.

7. Maintains basic office supplies, program and department forms, stationery, and adequate supplies for the copy machine, facsimile machine, and printers.

8. Oversees the maintenance of the office equipment (copiers, facsimile and central printers) and troubleshoots problems with operation and maintains the proper maintenance schedule for office equipment.

9. Checks agency voicemails and transfers to the appropriate SCCMHA staff.

10. Process postal mail, inter-office mail, receive/send packages, and coordinate with departments regarding deliveries.

11. Ability to perform scheduling tasks including but not limited to meeting rooms and agency vehicles.

12. Maintains accurate records and enters required data related to customer service operations, including tracking visitor type and volume and documenting telephone activity. Accurate visitor tracking supports building safety, emergency management, and agency reporting requirements.

13. Maintain strict confidentiality of persons served, staff, and agency information at all times in accordance with HIPAA regulations and SCCMHA policies.

14. Be familiar with Recipient Rights and conduct job performance to comply with SCCMHA Recipient Rights policies.

15. Will assist persons served and/or their families in filling out Recipient Rights Complaints, Appeals or Grievance forms, or assisting in general Customer Service questions. After assisting with filling out forms for complaints, appeals, or grievances, the information is forwarded to the appropriate person for completion of the investigation or review.

16. Utilizes Case Managers and/or Program Supervisors for guidance and resolution of issues, in the event a situation with a particular persons served occurs that needs clarification.

17. Utilizes Supervisor for guidance and resolution of issues, in the event a problematic situation with a particular visitor occurs.

18. Knowledge of SCCMHA offices, department heads, specific services available and locations of other community service agencies.

19. Process all taxi cab vouchers and keep updated records of all usage for billing purposes.

20. Ensures an adequate supply of initial orientation packets for new persons served and annual informational packets for existing persons served are prepared and available as needed.

21. Attends required training and in-services as scheduled by the Director of Environmental Services, Customer Services and Security.

22. Assist in any LEP or interpreter request for the agency.

23. Assist persons served in coordinating transportation to and from appointments.

24. Assists persons served in navigating the Community Mental Health System, including service array, persons served rights, Community Electronic Health Record (CEHR), and the appeals and grievance procedures.

25. Provides good customer service and support by working in all designated SCCMHA locations based on the needs determined by department supervisor.

26. Performs other duties as assigned by the Customer Service Supervisor, the Director of Environmental Services, Customer Service and Security or the Chief Executive Officer.

27. Adheres to the mission, vision, core values, and operating principles of SCCMHA at all times.

INCIDENTAL DUTIES AND RESPONSIBILITES:

1. Maintains a neatly organized customer service reception area, making sure no food is eaten in the customer service reception area by any staff.

2. Attends meetings, in-service training, or workshops in order to sustain competency in duties.

3. Reacts productively to change and handles other essential tasks as assigned.

(The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all duties and responsibilities required of personnel so classified.)

REPORTING RELATIONSHIPS:

Reports to: Customer Service Supervisor

Supervises: None

WORKING CONDITIONS/ENVIRONMENT:

Works in normal office environment with usual pressures of time constraints and stress from long periods of computer use. Often deals with irate or unpleasant individuals on phone or over counter.

QUALIFICATIONS:

Education: High School diploma or equivalent with courses in general business, typing, bookkeeping, office practices, and computers.

Experience: Three (3) years experience as a secretary, working in social work field, healthcare area, or in a related field, and use of multi-line phone system (minimum 5 external lines and 10 internal extensions). This minimum requirement may be waived at SCCMHA discretion based upon the candidates’ overall job experience.

Licenses and Certifications: Valid Michigan Driver’s license with a good driving record.

Knowledge, Skills, and Abilities:

1. Ability to serve the public in a pleasant courteous manner, to communicate with individuals effectively and deal with irate individuals.

2. Ability to use tact and diplomacy and understand individuals from all social, economic, and cultural backgrounds.

3. Overall knowledge of the continuum of services provided by SCCMHA.

4. Ability to plan and organize work and provide small group leadership.

5. Effective oral and written communication skills.

6. Ability to organize and maintain data and information.

7. Problem solving and mediation abilities.

8. Ability to maintain favorable public relations and provide community leadership.

9. Ability to exercise independent and mature judgment.

10. Ability to maintain strict confidentiality.

11. The candidate must possess knowledge of typing, computers, spelling, excellent grammar skills, and office practices.

12. Ability to type 40 WPM, including alphanumeric keyboard,

13. Knowledge of the latest version of the Microsoft Office Suite, demonstrating working knowledge of Microsoft Word, Microsoft Excel, Microsoft Access, and Microsoft Outlook.

Physical/Mental Requirements:

1. Hearing acuity to converse in person and on telephone.

2. Visual acuity to observe persons served behavior, read and proofread documents and use EHR and other electronic devices.

3. Ability to walk, stand, or sit for extended periods of time.

4. Able to operate standard office equipment (PC, Keyboard, Copy Machine, Fax Machine, etc.)

5. Ability to regularly lift and carry files and supplies at least 20 pounds. Ability to reach, bend, or stoop to manage charts or supplies up to 20 pounds, must also have the ability to push or pull large records cart.

6. Strong interpersonal skills to interact with leadership, employees, persons served and the general public.

7. Mental capacity to think independently, follow instruction and use judgment.

8. Ability to plan short and long range and to manage and schedule time.

9. Ability to handle stress in meeting deadlines and dealing with large numbers of employees and/or persons served.

(Listed qualifications are for guidance in filling this position. Any combination of education and experience that provides the necessary knowledge, skills, and abilities will be considered; however, mandatory licensing or certification requirements cannot be waived. Physical/mental requirements cannot be waived unless specifically indicated.)