Customer Help Representative (53390)

Aurora Mental Health & Recovery (AMHR) is seeking a full-time Customer Help and Access Team Representative to provide compassionate, solution-focused support to individuals seeking mental health services. The team is a multidisciplinary group that responds to client inquiries, troubleshoots issues, and provides information, intervention, or referrals on the phone.  This position plays a vital role in ensuring a seamless, professional experience for clients while protecting confidentiality and promoting access to care. The role follows a Monday–Friday 8:00 am - 5:00 PM schedule.  It is a fully in-person position in Aurora, Colorado  with the option to work from home on Fridays after successful completion of a 90-day introductory period and full training.

The ideal candidate will be calm, courteous, and professional in every interaction, with a strong emphasis on exceptional customer service. They should be highly organized, tech-savvy, and able to multitask effectively in a fast-paced environment. This position will work with a diverse population—from children to older adults, including underserved communities—requiring empathy, clear and concise communication, and cultural awareness. Strong collaboration skills are essential, as the role works closely with multidisciplinary teams. Experience in verbal de-escalation is preferred, and a genuine passion for supporting individuals of all ages and backgrounds is key to success in this role.

Salary for this role. The starting wage is based on 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.

Requirements:

• High school diploma or equivalent
• 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 int