Client Services Representative - Asian Pacific Clinic (56124)

Aurora Mental Health & Recovery (AMHR) is seeking a full-time Client Service Representative (CSR) to support our Asian Pacific Clinic located in the North Aurora Neighborhood on Alton Street. This role is essential in providing front desk administrative support, ensuring smooth daily operations while maintaining a calm, courteous, and professional demeanor in all client interactions. The ideal candidate excels in exceptional customer service, both in-person and over the phone, and is comfortable working with diverse and underserved populations, ranging from children to older adults. This position requires strong organizational skills, the ability to multitask, and clear communication while collaborating with multi-disciplinary teams. Experience in verbal de-escalation is preferred, and bilingual candidates with Eastern languages are encouraged to apply. If you thrive in a dynamic environment and are passionate about client-centered care, we invite you to join our team!

Schedule. This position is fully onsite/in-person, with a schedule of Monday through Friday, 9:00 AM - 6:00 PM. 

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

• $18.87 - $28.00 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:

• 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.
• Assist with all safety, building, and client emergencies as they arise, following the organization's protocols and location procedures.
• 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.
• 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).
• 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 promptly as well as monitoring equipment to make sure it is operable for staff and requesting a service technician when needed.
• Staff member will monitor and coordinate care for assigned clients in partnership with the other members of the client's care team.

Requirements:

• High school diploma/GED
• Preferred: Associate's Degree
• One year of customer service related experience and/or training
• Preferred: Healthcare experience
• 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.
• Must have excellent interpersonal, organizationa