Customer Service Representative-Crisis

*Shift: 11pm-7am*

The Crisis Center Customer Service Representative (CSR) works under the direction of the Program Administrator of Crisis Outreach Services and provides direct support to the Mobile Crisis Outreach Team.

This role is a key position in a constantly changing busy environment that requires accuracy, attention to details, initiative and a pro-active approach to duties and responsibilities while working with the individuals in services, clinical team, and co-workers. Must demonstrate a positive attitude, excellent customer service, independent judgment, professional ethics, appearance, and conduct. All interactions with individuals in services and other LifePath staff are conducted in a person-centered trauma informed way.

Primary duties include providing quality customer service by answering and screening the MCOT red line promptly, taking messages, providing information timely, and transferring to the appropriate person/department; updating information in medical records, greeting individuals in the lobby, checking individuals in for appointments, scheduling appointments, and other general office duties as needed. This position works closely with community partners to ensure calls are answered promptly and triaged correctly. Maintains and ensures the MCOT call log and hospital log are accurate. Assist with maintaining the Inpatient Care Waitlist. Communicates timely youth crisis assessments and medical provider forms. Completes supply request and ordering. This position works closely with the fidelity manager for crisis services and checks the MCOT consults, incomplete notes, follow up calls and reports any findings. May assist with community calls and transports along with the MCOT assessor if needed. Helps with monthly data reporting. Ensures all required trainings are completed by deadline. Other duties as assigned to meet department needs.

The Crisis Center Customer Service Representative (CSR) will be responsible for answering calls that we receive from Avail hot line, email the information to the Crisis Team, will create inquires on Smartcare and process the inquires daily. The Crisis Center Customer Service Representative (CSR) must help the Crisis Team members with safety monitoring while the individual is waiting for placement.

This position requires reasonable flexibility to meet expectations outlined in an employee's job description. Employees may be required to work outside of their typical schedule, including occasional day/evening/weekend hours, when necessary to complete required assignments and/or meet with individuals, families, and/or stakeholders.