Under the general supervision of the Program leadership, the Customer Service Specialist acts as the receptionist for the Program and is responsible for providing routine clerical and administrative support with projects as needed.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
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Provides applicable customer service information, referral, and support for telephone and walk‑in inquiries.
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Answers telephones and acts as receptionist for the program, triaging calls to gather all pertinent information and accurately log required data elements.
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Welcomes and greets all guests upon arrival.
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Notifies appropriate staff of guests and visitors.
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Performs routine typing and other clerical tasks including organizing, filing, copying, and faxing.
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Maintains an organized office filing system that assures confidentiality of all documents.
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Ensures the intake area and facility reception areas are always neat and HIPAA compliant.
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Performs functions necessary for the initial registration of guests, including entering individuals’ data into a computer system.
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May assist in gathering data necessary to perform billing and audit functions as requested.
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Performs related duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES (KSA’S):
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Knowledge of DWIHN policies, procedures and practices.
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Knowledge of the DWIHN provider network and community resources.
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Knowledge of Crisis Operations principles and practices.
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Knowledge of behavioral health standards and practices.
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Knowledge of Customer Service principles and practices.
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Planning skills.
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Collaboration skills.
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Administrative skills.
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Excellent computer skills, including Microsoft Office Suite.
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Effective verbal and written communication skills.
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Excellent interpersonal and customer service skills.
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Organizational skills and high degree of accuracy.
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Ability to work cooperatively in a team environment.
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Ability to work effectively with an ethnically, linguistically, culturally, economically, and socially diverse population.
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Sound judgment and reasoning ability.
REQUIRED EDUCATION:
A High School Diploma or equivalent; an associate degree is preferred.
REQUIRED EXPERIENCE:
Minimum of one (1) year of customer service experience.
REQUIRED LICENSE(S).
A valid State of Michigan Driver’s License with a safe and acceptable driving record.
PHYSICAL DEMANDS:
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May include work close to the eyes and substantial motions of the wrist, hands, and/or fingers.
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Frequent sitting, standing, walking, handling, finger dexterity, eye‑hand‑foot coordination, use of corrected vision, color vision, and auditory senses.
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May be required to lift up to twenty (20) pounds.
WORKING CONDITIONS:
May work in an office environment or behavioral health facility. May have contact with individuals who are agitated and/or confused.
This description is not intended to be a complete statement of job content, rather to act as a general description of the essential functions performed. Management retains the discretion to add or change the position at any time.
Please Note: DWIHN requires proof of being fully vaccinated for COVID‑19 as a condition of employment. Medical or religious accommodations or other exemptions required by law will be reviewed when properly supported. Further information will be provided during the recruitment process.
The Detroit Wayne Integrated Health Network is an Equal Opportunity Employer.
