Role Description The primary responsibility of the Customer Service Representative is to provide superior customer service to each individual making contact with Monarch. Customer Service Representatives are responsible for managing inbound/outbound calls, scheduling appointments for Monarch’s behavioral health outpatient facilities, and providing general support and information to callers. - Answer inbound calls in a polite and professional manner to identify the needs of each caller and provide appropriate support using existing processes. - Forward messages when necessary and transfer calls to other Monarch personnel when appropriate while ensuring accurate and complete documentation of all interactions. - Answer general questions and provide callers with location addresses, driving directions, and other information regarding various agency sites throughout the state. - Provide excellent customer service and deal with calls in a diplomatic and sensitive way with due regard to HIPAA regulations and patient confidentiality. - Schedule patients for all Behavioral Health clinics, verify appointments, and direct to the proper person or site. - Perform related clerical duties including updating/entering information into the agency’s electronic health record system if required. - Obtain specific information to generate accurate financial and demographic records for people served to ensure maximum reimbursement. - Maintain an accurate schedule of all behavioral health clinics. - Route emergency calls appropriately and manage emergencies/crisis calls with a calm demeanor and in accordance with department training. - Attend and actively participate in meetings and training as required. Maintain certification in all agency, state, and federal training requirements. - Demonstrate knowledge of and comply with all agency policies and procedures, as well as state and federal statutes and regulations related to specific program areas. - Complete all other relevant responsibilities as assigned by the supervisor. - Minimal driving and travel may be required. Qualifications - High School Diploma (Required) - North Carolina Driver License (Valid) - NC Division of Motor Vehicles - Clerical Experience: 0-1 Years (Not Required) Requirements - Ability to manage inbound/outbound calls effectively. - Knowledge of HIPAA regulations and patient confidentiality. - Proficiency in using electronic health record systems. - Strong communication and interpersonal skills. Benefits - Competitive and flexible total rewards package. - Access to customizable benefits and perks, including comprehensive health coverage. - Retirement plans and professional development support. - Specific offerings tailored to the role, employment type, and location.