What are the responsibilities and job description for the Customer Service Representative I, Operator position at Monarch NC?
Make a Difference in Someone’s Life!
At Monarch, we work together to provide life-changing care in communities across North Carolina and Rhode Island. As a team, we provide hope, promote wellness, and empower individuals and families impacted by mental illness, substance use disorders, intellectual and developmental disabilities, and traumatic brain injury.
You Belong at Monarch
You deserve a positive and encouraging work environment - a place where you can do your best work and grow as a professional. That is just what you’ll find at Monarch. Here, we care for people, including our team members. We offer a comprehensive, competitive
benefits package
that supports full-time and part-time team members and their families. More than just a job, this opportunity with Monarch will give you room to spread your wings and grow because we believe in promoting from within and developing future leaders. Job Highlights:
This position is 100% remote.
This Opportunity:
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. What You'll Do:
- Answer inbound calls in a polite and professional manner in order 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 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 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.
Education We're Looking For:
Certifications We're Looking For:
Experience We're Looking For:
Clerical Experience Schedule:
Monday-Friday (8:00am-5:00pm) Target Weekly Hours:
40 Monarch is an Equal Opportunity Employer
Monarch offers opportunities as diverse as the people we support and the communities we serve. Monarch is an
equal opportunity employer
and we are firmly committed to supporting and celebrating all forms of diversity. Monarch does not accept paper applications. Any person with a disability who needs any reasonable accommodation under the
Americans with Disabilities Act
to apply for a position or otherwise to participate in Monarch job search or selection process, should contact HR@MonarchNC.org
or call (704) 986-1550. This job description in no way implies that these are the only duties and responsibilities to be performed. You will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This job description is subject to revision at the discretion of Monarch.