Client Representative

Job DetailsJob Location: Brandon - Brandon, FL 33511Position Type: Full TimeEducation Level: High SchoolTravel Percentage: NoneJob Shift: DayJob Category: Customer ServicePosition Summary 

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Client Service Representative-Intake Specialist’s primary responsibility is to oversee the daily office staff functions. This position reports to the Client Representative Supervisor and Manager of Clinical Services in CCTB’s counseling department.       

Strategic/Transformational Duties and Responsibilities 

Oversees daily office staff functions – answering phones, client paperwork, collecting payments and client scheduling. Additionally, this position will ensure that clients are screened for victim responses, scheduled for assessment, and assistance with compensation when necessary.   
Participate in the performance quality improvement (PQI) process and uses data to improve services and outcomes.   

Transactional/Administrative Duties and Responsibilities 

Responsible for opening and/or closing front office as assigned.  
Complete telephone intakes to assess for services at the Corbett Trauma Center or refer to outside agencies as needed.   
Responsible for gathering needed information and the scheduling of new clients for services within the required timeframe. 
Responsible for canceling or re-scheduling client appointments when needed and notifying all appropriate parties. 
Screen intake calls for lethality (suicidal and homicidal ideation) and inform Supervisor or Clinical Manager as required. Also, as a Mandatory Reporter, assess child abuse or neglect situations needing to be called to the statewide hotline.  
Assist other staff and volunteers with phone intakes/front desk tasks as needed. 
Print daily schedules for the front desk. 
Set up new client paperwork for initial appointments 
Explain the new client paperwork to clients attending their initial appointment.  
Collect client payments and register payments in database. 
Ensure that payments collected from clients correspond with the daily ledger. 
Help maintain client database by ensuring accuracy of all information. 
Document communication with clients into the database. 
Assist in gathering data for necessary reports. Ensure completeness and accuracy of data entry and collection as assigned. 
Complete and submit data reports as assigned. 
Participate in maintenance of client files, ensuring confidentiality of information, maintaining the proper completion and security of client records.  
Provide clerical assistance to therapists as needed. 
Perform such other duties as may be assigned by supervisor.   
Maintain organization and cleanliness of playroom as needed. 
Obtain insurance verification or determine payment options and schedule within 24 hours of getting all information. 
Assist new clients with determining Victim’s Compensation Eligibility by referring to an advocate. 
Provide information and referral to clients when needed and complete telephone follow-ups within 24 hours. 
Ensure that all Reminder Calls are completed daily during the required timeframe. 
Call clients who fail to show up for initial appointments. 
Assist in gathering data for necessary reports. 
Assist in gathering data to accurately complete and submit assigned reports on monthly and/or quarterly basis. 
Compose and provide correspondence, memoranda, and reports, as needed. 
Establish and develop relationships with referral sources. 
Know and comply with policies and procedures of the agency. 
Perform such other duties as may be assigned by supervisor.  

Required Competencies

Cooperation/Teamwork - Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
Engaging Communication - Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively.
Adaptability - Adapts readily to changes. Works effectively under