Customer Help Representative (CHAT)

Description

Aurora Mental Health & Recovery (AMHR) is seeking a full-time Customer Help and Access Team (CHAT) Representative to join our dynamic team. Working Monday-Friday, 8:00 AM - 5:00 PM, with the flexibility to work from home on Fridays, the CHAT Representative is essential in ensuring a seamless experience for clients. This role involves answering and transferring calls, scheduling and rescheduling appointments, and providing behavioral health care screenings for individuals starting services. Using their Bachelor's degree, the CHAT Representative provides behavioral health care screening for individuals with new services and refers clients to appropriate therapists for initial intakes while delivering professional and compassionate support. As part of a multi-disciplinary team, they respond to client inquiries, troubleshoot issues, and offer resources and referrals, all while maintaining a calm and courteous demeanor and safeguarding client confidentiality. 

We are looking for a candidate with a strong commitment to delivering exceptional customer service. Our diverse client base ranges from children to older adults, including underserved populations, and we need someone who can interact with professionalism and empathy in every situation. The ideal candidate is organized, collaborative, tech-savvy, and comfortable multitasking in a fast-paced environment. Experience in verbal de-escalation and a passion for working with individuals of all ages and backgrounds are preferred. If you're ready to make a meaningful impact, we encourage you to apply!

Salary for this role. Starting wage is based on years of experience and company equity. Paid bi-weekly.

• $20.12 - $26.52 per hour

Bilingual Language Differential Pay. *rate depends on language requirements for the position and the candidate's fluency. 

• Employees will receive scheduled earnings on a bi-weekly basis, equivalent to 5% of their regular base rate (hourly or salaried), with a maximum amount of $3,000.00 per calendar year. The annual maximum amount will be prorated based on full-time equivalency (FTE). 

Essential Functions:

• 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; ability to identify the immediate crisis of callers and getting them connected to the appropriate staff or resource.
• Assist clients with scheduling, re-scheduling and cancelling appointments, completing intake paperwork and required forms, and connecting client with other resources that may be available to them.
• Enter initial demographic information, financial information and verifying appropriate documents are scanned in the EHR, verifying insurance prior to client receiving services, advising clients of their co-pays/coinsurance responsibility prior to their appointment, working will billing as needed. 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.
• Identify the immediate crisis of callers and getting them connected to the appropriate staff or resources.
• Advise clients of their co/pay/co-insurance prior to the appointment, working with billing as needed.
• Assist with the internal testing of the EHR updates and enhancements; Work cooperatively with other community agencies, partners, subsidiaries establishing a good rapport and collaborative working relationships; Create and completion of specialized reports and work on specialized projects within the team and/or departments.
• May complete screening of clients
• Responsible for the inventory of forms, office equipment and supplies; possibly having to order supplies when requested, as well as monitoring equipment to make sure it is operable for staff and requesting a service technician when needed.
• Will be able to perform behavioral Health care screening for the intake process beginning services.  Provide comprehensive reports for billing and Connect to Care therapist.  Ability to write comprehensive notes in the electronic health records system. 
• Accountable for information accuracy, medical terminology in a mental health setting and timeliness with documentation.
• Ability to acknowledge and navigate crisis intervention techniques and resources as needed for clients.  

Qualifications

Requirements:

• Bachelors degree in psychology, social work or other related human services degree.
• Or Bachelor's Degree in unrelated field with at least one year of behavioral health experience.
• One year of customer service or call center experience.
• Preferred: experience in human services, medical/healthcare, social work, counseling, community-based programs.
• 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.
• Ability to be flexible with the business needs of the agency, and adapt to a consistently ever-changing fast-paced environment.
• Excellent interpersonal, organizational, and communication skills, and ability to work with a diverse population.
• Ability to multi-task and prioritize responsibilities, be detail-oriented, and demonstrate efficient use of time.
• Computer skills, with experience using programs within Microsoft Office, to include Word, Outlook, Excel.
• Excellent written and verbal communication skills.
• Required: Bilingual Spanish/English; ability to interpret documents in English (Spanish if applicable.)

Required Vaccination. 

At AMHR the health and safety of our clients and staff are our top priorities. As part of this commitment, all employees are required to receive an annual influenza (flu) shot before their first day of work. Proof of the flu shot must be provided on your first day of employment. Medical or religious exemptions can be requested if necessary. 

Benefits:

• Health insurance: Kaiser
• Dental, vision, and flexible spending accounts (dependent care & health care)
• Company paid basic life and AD&D insurance
• Long-term disability coverage*
• 403(b) retirement plan which provides 100% vesting immediately, and matching contributions up to 4% after one year of employment
• 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)
• Employee Assistance Program
• Voluntary term life insurance
• 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.