BUSINESS SERVICES CENTER REPRESENTATIVE
DEFINITION:
Employees assigned to positions in this class are placed under supervision where the work assignments
are well detailed and well prescribed by the supervisor. The Department Head for this position is the
Chief Clinical Officer. This position is immediately supervised by the Business Services Center Manager.
EDUCATION AND EXPERIENCE:
Requires a High School Diploma or equivalent and at least two (2) years’ experience in a previous
receptionist/clerical position. Must be able to perform in data entry and possess knowledge of Windows
and Microsoft Applications. Previous call center experience preferred. Must have proven experience in
multi-tasking, prioritizing and possess the ability to work independently.
An expectation of core competencies in relation to individuals with co-occurring disorders.
JOB DUTIES AND RESPONSIBILITIES:
Responsible and immediately supervised by the Business Services Center Manager.
This position is responsible and held accountable for the following duties:
- Answers incoming telephone calls and assists callers by answering questions,
scheduling/rescheduling appointments, and transferring calls when appropriate.
- Follows protocols in scheduling appointments.
- Schedules crisis center discharge appointments.
- Notifies clinicians via email of scheduled appointments.
- Opens new consumer charts.
- Makes outgoing telephone calls for appointment reminders and rescheduling appointments.
- Makes outgoing telephone calls to let consumers know their medications are ready for pickup.
- Documents each outgoing phone call as outlined in protocol.
- May help at front reception desk when needed for coverage.
- Understands and promotes our Certified Community Behavioral Health Clinic (CCBHC) concept
by providing or supporting community-based mental and substance use disorder services;
advancing integration of behavioral health with physical health care; assimilating and utilizing
evidence-based practices on a more consistent basis; and promoting improved access to high
quality care.
- Performs other reasonably related duties as assigned by the immediate supervisor or other
management as requested.
- Participates in staff meetings.
- Must be willing and able to perform all job-related travel normally associated with this position.
- Regular and predictable attendance is an essential job requirement.
- Must meet “satisfactory” expectations at any scheduled job performance evaluation.
- Quality of work will be evaluated through training, skill, or special purpose. Must be competent
and adequate.
Must perform the specific job duties as listed above to meet position expectations.
