Aurora Mental Health & Recovery Hiring for Customer Help Representative (CHAT) at Aurora, CO Full Time

Aurora Mental Health & Recovery (AMHR) is seeking a full-time Customer Help and Access Team (CHAT) Representative to join our team to work Monday-Friday 8:00 am – 5:00 PM, with the opportunity to work from home on Fridays! The CHAT Representative is responsible for maintaining a calm courteous and professional demeanor at all times and protecting clients rights by maintaining confidentiality of personal and financial information. Work with a multi-disciplinary team to provide answers to inquiries and questions, troubleshoot problems and provide information, intervention or referrals with a professional and respectful customer service focus telephonically and/or in person. Provide a variety of support services in connection to the day-to-day operations in a mental health care environment servicing clients.

$1,000 Sign On Bonus Available! *Not eligible for internal candidates

Based on full time (40 hours/week). Prorate if less than 40 hours/week. Paid in two installments: 50% on first paycheck, 50% on paycheck following 6-month anniversary.

Salary for this role. Starting wage is based on experience and company equity.

• $16.05 – $23.45 per hour

Bilingual Language Differential Pay. *rate depends on language requirements for the position and candidate’s fluency.

• 10% of base salary up to a maximum of $6,000/year

About the team.

The CHAT team is a multi-disciplinary team providing answers to inquiries and questions, troubleshoot problems and provide information, intervention or referrals with a professional and respectful customer service focus telephonically and/or in person. CHAT provides a variety of support services in connection to the day-to-day operations in a mental health care environment servicing clients.

About you.

The ideal candidate should have a strong emphasis in providing Exceptional Customer Service, in person and telephonically. We work with a very diverse population here in Aurora, CO also providing services to the underserved population. Our client base are kids to older adults. Candidate must be calm, courteous and professional in every interaction. Candidates will be collaborating with multi-disciplinary teams. Having strong organization skills and the ability to multi-task will be essential in maintaining great organization for team. Having clear and concise communication and technology competency are key in this role. The ideal candidate should have strong organization skills, be highly collaborative, and enjoy working with any population at any age. Having experience in verbal de-escalation is preferred.

Responsibilities:

• 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 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.
• Excellent interpersonal, organizational and communication skills, and ability to work with a diverse population.
• Ability to multi-task and prioritize responsibilities, be detailed oriented, and demonstrate efficient use of time.
• Computer skills, with experience using programs within Microsoft Office, to include Word, Outlook, Excel.
• Excellent written and verbal communication skills.
• Preferred: Bilingual Spanish/English; ability to interpret documents in English (Spanish if applicable.)

Required Vaccinations and TB Test.

AMHR has prioritized the health and safety of our clients and staff and requires all employees to be fully vaccinated against Covid-19, receive an annual influenza (flu) shot, and receive negative TB test results prior to their first day of hire. Proof of both vaccinations and negative TB test will be required upon your first day of employment. Medical and religious exemptions may be requested for the COVID 19 vaccine, annual flu shot or TB test.

Benefits:

• Health insurance: Kaiser
• Dental, vision, and flexible spending accounts (dependent care & health care)
• Company paid basic life and AD&D insurance
• Long-term disability coverage*
• 403(b) retirement plan which provides 100% vesting immediately, and matching contributions up to 4% after one year of employment
• Accrued Vacation pay up to 12 days and accrued Sick Pay up to 12 days per year, plus 10 Paid Company Holidays, and 2 floating holidays (hours calculated pro-rata basis based on full-time equivalency)
• Employee Assistance Program
• Voluntary term life insurance
• Short term disability*

• Eligible for benefit if working 30 hours per week or more

Our Mission, Vision and Core Values.

Mission: Deeply rooted in our diverse community, we deliver state-of-the-art care and meaningful outcomes that impact emotional well-being and addiction recovery.

Vision: To foster hope and healing through compassionate, quality care.

Core Values: Passionate caring; Rising to the challenge; Honoring and respecting all persons; Believing in resilience; Putting clients and community first; Commitment to collaboration and teamwork

We are an Equal Opportunity Employer.

AMHR and subsidiaries are dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race, sex, color, religion, national origin, disability, military status, genetic information, or any other status protected by applicable state or local law. We are committed to maintaining an environment that respects the dignity of each individual in our community. We do not tolerate discrimination in any form or context including harassment or exclusion.

Diversity Statement.

We are committed to the values of diversity, equity, and inclusion, and strive to ensure that it is interwoven into the fabric of our organization. We support and nourish an inclusive and welcoming environment for employees from diverse backgrounds.