Client Services Representative Ii

Summary

We believe the role would place you in a highly energized environment where you would be inspired to share your years of experience along with providing extraordinary support for the team and community. So we commit to hiring top talent and cultivating a culture based on merit. That commitment reflects our belief in the importance of a culture in which everyone is welcomed, everyone is accepted, and everyone is valued.

Founded in 1976, Janus is a non-profit dedicated to its mission: to provide supportive, hope-inspiring and successful substance use disorder (SUD) treatment services in a professional and compassionate environment while assisting individuals and families on their journey toward wellness and recovery. At Janus, our clients’ well-being is exceptionally meaningful to us, and it is that environment that inspires everything we do. Visit us at www.janussc.org

Key Qualifications

• Respond to client inquiries via phone, email, and chat in a timely and professional manner.
• Resolve client issues and complaints effectively and efficiently.
• Provide service information to clients.
• Collaborate with other departments to ensure client needs are met.
• Maintain accurate client records and documentation.
• Identify opportunities to improve client satisfaction and provide feedback to management.
• Identifies and escalates through appropriate channels for items requiring review, exception handling, or further analysis.
• Performs job responsibilities in compliance with department standards, policies, and procedures, and local, state and federal regulatory agencies to deliver the highest level of service.
• Prepares and completes accurate, job-related documentation, including collecting, updating, and maintaining client medical and insurance information.

Description

You will be responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment. Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. The candidate should have strong interpersonal skills and the ability to navigate a highly optimized and specialized environment where priorities may shift daily while working autonomously, taking initiative, and complete tasks you are responsible for. You will have a deep background in data entry standards and norms, compliance, strong written and verbal communication, and a deep understanding of the health care landscape and working with under resourced populations. Your dedication to the needs of our clients will encourage community loyalty and enhance our organization’s growth through positive client engagement.

Education & Experience

• One year's experience in a healthcare setting.
• High school diploma or equivalent; bachelor's degree preferred.
• Minimum of 3 years of experience in a customer service role
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office and CRM software
• Ability to work with practice management and eHR systems.
• Ability to multitask and prioritize in a fast-paced environment.
• Knowledge of health insurance plans, healthcare terminology/procedures/practices and HIPAA regulations.
• This job requires some travel (up to 20%)
• Bilingual in Spanish (preferred)

Pay & Benefits

At Janus, base salary is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $25.00 and $26.00 per hour and your base pay will be considered on your job-related skills, training, qualifications, experience, and relevant education.

You’ll also receive access to benefits including comprehensive medical, dental, and vision coverage,12 paid holidays, retirement benefits, free mental health therapist, and 12 paid sick days per year!

Janus of Santa Cruz maintains and promotes a working environment free from discrimination and harassment; and provides all current and prospective employees with equal opportunity in employment regardless of race, creed, color, national origin, ancestry, religion, disability, medical condition, sex, gender identity, physical characteristics, marital status, age, sexual orientation, organizational affiliation, veteran status, or past justice related situations.