Aurora Mental Health & Recovery (AMHR) is seeking a full-time Client Service Representative (CSR) at to provide administrative support and coordinate tasks associated with front desk duties at the Crisis Services and Walk-in-Clinic. The CRS has the responsibility of maintaining a calm, courteous and professional demeanor at all times and protecting clients rights by maintaining confidentiality of personal and financial information. An ideal candidate is able to handle the acute services for clients who are experiencing a crisis.
Shift. This position is fully Onsite/In-person. The schedule is 4x10 hour shifts working Wednesday-Saturday 10:00 AM - 8:30 PM and is eligible for shift differentials.
About the team.
Our Crisis Services division is a part of a statewide crisis initiative that provides resources for mental health, substance use or emotional crisis help, information and referrals. Our crisis services includes a Walk in Crisis Clinic that provides mental health assessments and referrals for individuals experiencing any self-defined crisis. We also operate a 24/7 16 bed adult Crisis Stabilization Unit (CSU) that provides inpatient mental health treatment as well as a 4 bed based adult respite program for individuals in crisis.
About you.
The ideal candidate should have a strong emphasis in providing Exceptional Customer Service, in person and telephonically. We work with a very diverse population here in Aurora, CO also providing services to the underserved population. Our client base are kids to older adults. Candidate must be calm, courteous and professional in every interaction. Candidates will be working with multi-disciplinary teams. Having strong organization skills and the ability to multi-task will be essential in maintaining great organization for team. Having clear and concise communication and technology competency are key in this role. The ideal candidate should have strong organization skills, be highly collaborative, and enjoy working with teens and adults. Having experience in verbal de-escalation is preferred. Bilingual Spanish speaking applicants are encouraged to apply.
Responsibilities:
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Welcome and greet all external and internal customers with dignity, respect, professionalism and superior customer service; timely answering of incoming calls, effectively responding and resolving concerns, or transferring the caller to the appropriate location for further assistance; assist clients face-to-face or by phone in scheduling, re-scheduling and cancelling appointments, complete paperwork and forms, and connect clients with other resources.
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Assist with all safety, building, and client emergencies as they arise, following the organization's protocols and locations procedures.
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Check-in clients and collect copayments at the time or service; consistent and open communication with the Finance & Accounting team; complete end of day financial reports, including collection of credit card receipts, complete daily bank deposit slip and make sure the bank deposit is picked up daily; responsible for maintenance and reconciliation of program petty cash and supplying the necessary monetary change; obtain required documents and information from clients to complete insurance verification and EHR registrations, including collection of photo IDs and insurance cards to be scanned in EHR.
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Ensure client inquiries, registration forms and other forms are accurately entered and completed in the EHR for clients to receive services (new and updates for existing clients.)
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Maintain a clean and tidy reception area, report all office building maintenance requests, unlock and lock doors, disarm and arm alarms; sort incoming and distribute outgoing mail to the appropriate staff or program/department; responsible for the inventory of forms, client packets, office and equipment supplies and for making copies and ordering in a timely manner as well as monitoring equipment to make sure it is operable for staff and requesting a service technician when needed.
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Staff member will monitor and coordinate care for assigned clients in partnership with the other members of the clients care team.
Requirements:
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High school diploma/GED
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Preferred: Associate's Degree
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One year of customer service related experience and/or training;
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Preferred: Healthcare experience
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Ability to remain calm while interacting with staff and clients, especially individuals with a behavioral health diagnosis, who can be challenging in person or via phone.
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Ability to be flexible with the business needs of the agency, and adapt to a consistently ever changing fast-paced environment.
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Must have excellent interpersonal, organizational and communication skills, and be able to work with a diverse population.
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Ability to multi-task and prioritize responsibilities, be detailed oriented, and demonstrate efficient use of time.
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Excellent computer skills, with experience using programs within Microsoft Office, to include Word, Outlook, and Excel.
Required Vaccinations and TB Test.
AMHR has prioritized the health and safety of our clients and staff and requires all employees to be fully vaccinated against Covid-19, receive an annual influenza (flu) shot, and receive negative TB test results prior to their first day of hire. Proof of both vaccinations and negative TB test will be required upon your first day of employment. Medical and religious exemptions may be requested for either COVID 19 vaccine, annual flu shot or TB test.
Salary for this role. Starting wage is based on experience and company equity. Paid bi-weekly.
Bilingual Language Differential Pay. *rate depends on language requirements for the position and candidate's fluency.
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Will receive scheduled earnings on a bi-weekly basis for all hours worked (excluding non-productive hours paid but not worked, e.g., paid time off, holiday, administrative, etc.) in an amount equivalent to 5% of their regular base rate (hourly or salaried), to a maximum amount of $3,000.00 per calendar year. *the annual maximum amount will be prorated based on full time equivalency (FTE).
Shift Differential Pay. The swing shift is from 3 pm to 11 pm.
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Day Weekend (Sat, Sun): $1.00/hour
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Swing Weekday (Mon-Thurs): $1.25/hour
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Swing Weekend (Fri, Sat, Sun): $1.75/hour
Benefits:
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Health insurance: Kaiser
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Dental, vision, and flexible spending accounts (dependent care & health care)
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Company paid basic life and AD&D insurance
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Long-term disability coverage*
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403(b) retirement plan which provides 100% vesting immediately, and matching contributions up to 4% after one year of employment
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Accrued Vacation pay up to 12 days and accrued Sick Pay up to 12 days per year, plus 10 Paid Company Holidays, and 2 floating holidays (hours calculated pro-rata basis based on full-time equivalency)
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Employee Assistance Program
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Voluntary term life insurance
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Short term disability*
- Eligible for benefit if working 30 hours per week or more
Our Mission, Vision and Core Values.
Mission: Deeply rooted in our diverse community, we deliver state-of-the-art care and meaningful outcomes that impact emotional well-being and addiction recovery.
Vision: To foster hope and healing through compassionate, quality care.
Core Values: Passionate caring; Rising to the challenge; Honoring and respecting all persons; Believing in resilience; Putting clients and community first; Commitment to collaboration and teamwork
We are an Equal Opportunity Employer.
Aurora Mental Health & Recovery and subsidiaries (AMHR) are dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, military status, genetic information, or any other status protected by applicable state or local law. We do not tolerate discrimination in any form or context including harassment or exclusion.
Diversity Statement.
We are committed to the values of diversity, equity, and inclusion, and strive to ensure that it is interwoven into the fabric of our organization. We support and nourish an inclusive and welcoming environment for employees from diverse backgrounds.