Consumer Services Representative

Education, Training, and Experience

Registration, Certification, Licensure, and Other Qualifications

• Must have and maintain a background and criminal history free from any disqualifying offenses as outlined by the Texas Administrative Code (TAC) and the Health and Human Services Commission (HHSC).
• Must possess and maintain a valid driver's license and automobile insurance.
• o Individuals with an out-of-state driver's license must be able to obtain a driver's license in the state of Texas within thirty (30) days.
• Successful completion of all position-specific training within thirty (30) days of employment is required.

Knowledge, Skills, and Abilities

• ·Good interpersonal skills.
• ·Ability to use 10 key by touch.
• ·Maintains a neat and professional personal appearance.
• ·Can adjust to various job demands, consumer inquiries and still project a positive, professional image.
• ·Maintains strict confidentiality of consumer data.
• ·Knowledge of office practices and administrative procedures.
• ·Skill in the use of standard office equipment and software.
• ·Ability to communicate and interact effectively with members of the public, and to respond to public inquiries in a timely manner.
• ·Ability to display regular and reliable (in-person, if required) attendance.
• ·Understanding and practice of Trauma Informed Care principles.

Essential Duties

• The following list outlines key responsibilities for the position; however, it is not exhaustive and does not encompass all responsibilities. Additional duties may be assigned as needed.
• 1.Greets all clients and guests as soon as they walk into the Center; determines who they need to see; notifies providers that someone has arrived; accepts and records payments daily; prints encounter forms for all walk-in clients; assists clients with completing forms; ensures all clients are advised of fee assessments.
• 2.Performs data entry on Center computer systems; ensures accuracy of all data entry; completes all forms as required to document changes; enters appointments in MIS and audits monthly.
• 3.Maintains strict confidentiality of client data; adheres to Center wide policies and procedures and demonstrates knowledge with compliance to policies and procedures.
• 4.Keeps cash box accurate and records all payments received; reconciles all payments and receipts daily; monitors change fund for accuracy and turns in daily for safekeeping.
• 5.Complies with HIPAA regulations and ensures all new clients read and sign HIPAA notice.
• 6.Prints and/or distributes encounter forms and front desk reports; opens front door in the morning and ensures lobby is neat and clean; answers incoming calls and routes appropriately; prints SAL for each doctor that will be in the office the following day.
• 7.Contacts staff if clients is out of compliance on any required elements or fee assessments; may serve as backup to center mail courier.
• 8.Participates in the Center's Zero Suicide Initiative.
• o Supports individuals experiencing a crisis by promptly connecting them with appropriate Center programs, such as the Mobile Crisis Outreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or other applicable resources. Ensure seamless coordination to facilitate timely intervention.
• o Remains with individuals, when deemed safe, to provide support and maintain a calm environment until specialized crisis staff or emergency personnel arrive to take over intervention efforts. Adheres to safety protocols to prevent escalation of the crisis situation.
• o Participates in debriefing sessions with the immediate supervisor or designated staff following a crisis event. Collaborate with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.
• Apply