Denton County MHMR Center
Consumer Services Representative
Denton County MHMR Center, Granite Heights, Wisconsin, United States
Consumer Services Representative
Under the direction of the Consumer Services Supervisor and within federal, state, and local guidelines, performs routine customer service work. Works involve providing external customer service support and receiving and responding to public inquiries for information and/or state services.
General Description The Consumer Service Representative Team Lead greets consumers, parents, and visitors as they enter the front lobby. Provides a courteous, friendly, and concerned attitude for the needs of those seeking services. Answers incoming phone calls, manages consumer check‑in and check‑out, and provides support to the Consumer Services Supervisor. Performs other clerical duties related to a fast‑paced clinical office environment. May be required to work some evening hours when the Center is open after 5 p.m. and to drive to other Center buildings. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.
Essential Duties
Greets all clients and guests as soon as they walk into the Center; determines who they need to see; notifies providers that someone has arrived; accepts and records payments daily; collects copies of insurance and ID cards; ensures client's contact and insurance information are correct in EHR; assists clients with completing forms; ensures all clients are advised of fee assessments.
Performs data entry on Center computer systems; ensures accuracy of all data entry; enters appointments in electronic health records and audits monthly.
Maintains strict confidentiality of client data; adheres to Center wide policies and procedures and demonstrates knowledge with compliance to policies and procedures.
Records all payments received; reconciles all payments and receipts daily; monitors change fund for accuracy and turns in daily for safekeeping.
Complies with HIPAA regulations and ensures all new clients read and sign HIPAA notice.
Opens front door in the morning and ensures lobby is neat and clean; answers incoming calls and routes appropriately.
Saves copies of prescribers' schedules each day and ensures follow‑up appointments are scheduled for each client as requested by the prescriber.
Contacts staff if a client is out of compliance on any required elements or fee assessments; may serve as backup to center mail courier.
Provides support to CSR Supervisor by:
Assisting with onboarding of new employees
Mentoring employees as directed by supervisor
Managing and ensuring completeness of follow ups being scheduled
Scheduling staff to cover lunches, breaks, etc.
Coordinating with CSR Supervisor to order janitorial and office supplies.
Participates in quarterly Safety Committee meetings as a representative of the front desk.
Completes quarterly Site Assessment and reports to QM department.
Oversees quarterly safety drills (e.g., fire, severe weather, etc.) for the FMOC location and reports results to QM department.
Provides emergency intervention when necessary according to Department of Human Services (DHS) and Center Policies and Procedures.
Provides verbal Prevention Management of Aggressive Behavior (PMAB) intervention correctly when necessary.
Provides Cardiopulmonary Resuscitation (CPR) in an emergency until other medical aid arrives.
Provides emergency and non‑emergency first aid until professional aid arrives or as directed by a licensed medical professional.
Regular attendance and punctuality is a requirement for your scheduled shift.
Participates in the Center's Zero Suicide Initiative.
Supports individuals experiencing a crisis by promptly connecting them with appropriate Center programs, such as the Mobile Crisis Outreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or other applicable resources. Ensures seamless coordination to facilitate timely intervention.
Remains with individuals, when deemed safe, to provide support and maintain a calm environment until specialized crisis staff or emergency personnel arrive to take over intervention efforts. Adheres to safety protocols to prevent escalation of the crisis situation.
Participates in debriefing sessions with the immediate supervisor or designated staff following a crisis event. Collaborates with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.
Education, Training, and Experience
High School Diploma or equivalent required.
One year general office experience preferred.
Medical office experience preferred.
Experience with Microsoft Word and Excel preferred.
Registration, Certification, Licensure, and Other Qualifications
Must have and maintain a background and criminal history free from any disqualifying offenses as outlined by the Texas Administrative Code (TAC) and the Health and Human Services Commission (HHSC).
Must possess and maintain a valid driver's license and automobile insurance.
Individuals with an out‑of‑state driver's license must be able to obtain a driver's license in the state of Texas within thirty (30) days.
Successful completion of all position‑specific training within thirty (30) days of employment is required.
Knowledge, Skills, and Abilities
Good interpersonal skills.
Maintains a neat and professional personal appearance.
Can adjust to various job demands, consumer inquiries and still project a positive, professional image.
Maintains strict confidentiality of consumer data.
Knowledge of office practices and administrative procedures.
Skill in the use of office equipment, computers and applicable computer programs, including Microsoft Excel, Word, and electronic health records, and use of email.
Ability to communicate and interact effectively with members of the public, and to respond to public inquiries in a timely manner.
Ability to display regular and reliable (in‑person, if required) attendance.
Understanding and practice of Trauma Informed Care principles.
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General Description The Consumer Service Representative Team Lead greets consumers, parents, and visitors as they enter the front lobby. Provides a courteous, friendly, and concerned attitude for the needs of those seeking services. Answers incoming phone calls, manages consumer check‑in and check‑out, and provides support to the Consumer Services Supervisor. Performs other clerical duties related to a fast‑paced clinical office environment. May be required to work some evening hours when the Center is open after 5 p.m. and to drive to other Center buildings. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.
Essential Duties
Greets all clients and guests as soon as they walk into the Center; determines who they need to see; notifies providers that someone has arrived; accepts and records payments daily; collects copies of insurance and ID cards; ensures client's contact and insurance information are correct in EHR; assists clients with completing forms; ensures all clients are advised of fee assessments.
Performs data entry on Center computer systems; ensures accuracy of all data entry; enters appointments in electronic health records and audits monthly.
Maintains strict confidentiality of client data; adheres to Center wide policies and procedures and demonstrates knowledge with compliance to policies and procedures.
Records all payments received; reconciles all payments and receipts daily; monitors change fund for accuracy and turns in daily for safekeeping.
Complies with HIPAA regulations and ensures all new clients read and sign HIPAA notice.
Opens front door in the morning and ensures lobby is neat and clean; answers incoming calls and routes appropriately.
Saves copies of prescribers' schedules each day and ensures follow‑up appointments are scheduled for each client as requested by the prescriber.
Contacts staff if a client is out of compliance on any required elements or fee assessments; may serve as backup to center mail courier.
Provides support to CSR Supervisor by:
Assisting with onboarding of new employees
Mentoring employees as directed by supervisor
Managing and ensuring completeness of follow ups being scheduled
Scheduling staff to cover lunches, breaks, etc.
Coordinating with CSR Supervisor to order janitorial and office supplies.
Participates in quarterly Safety Committee meetings as a representative of the front desk.
Completes quarterly Site Assessment and reports to QM department.
Oversees quarterly safety drills (e.g., fire, severe weather, etc.) for the FMOC location and reports results to QM department.
Provides emergency intervention when necessary according to Department of Human Services (DHS) and Center Policies and Procedures.
Provides verbal Prevention Management of Aggressive Behavior (PMAB) intervention correctly when necessary.
Provides Cardiopulmonary Resuscitation (CPR) in an emergency until other medical aid arrives.
Provides emergency and non‑emergency first aid until professional aid arrives or as directed by a licensed medical professional.
Regular attendance and punctuality is a requirement for your scheduled shift.
Participates in the Center's Zero Suicide Initiative.
Supports individuals experiencing a crisis by promptly connecting them with appropriate Center programs, such as the Mobile Crisis Outreach Team (MCOT), Psychiatric Triage, Crisis Prevention services, and/or other applicable resources. Ensures seamless coordination to facilitate timely intervention.
Remains with individuals, when deemed safe, to provide support and maintain a calm environment until specialized crisis staff or emergency personnel arrive to take over intervention efforts. Adheres to safety protocols to prevent escalation of the crisis situation.
Participates in debriefing sessions with the immediate supervisor or designated staff following a crisis event. Collaborates with the team to review the incident, identify lessons learned, and ensure all HHSC guidelines and Center policies are followed.
Education, Training, and Experience
High School Diploma or equivalent required.
One year general office experience preferred.
Medical office experience preferred.
Experience with Microsoft Word and Excel preferred.
Registration, Certification, Licensure, and Other Qualifications
Must have and maintain a background and criminal history free from any disqualifying offenses as outlined by the Texas Administrative Code (TAC) and the Health and Human Services Commission (HHSC).
Must possess and maintain a valid driver's license and automobile insurance.
Individuals with an out‑of‑state driver's license must be able to obtain a driver's license in the state of Texas within thirty (30) days.
Successful completion of all position‑specific training within thirty (30) days of employment is required.
Knowledge, Skills, and Abilities
Good interpersonal skills.
Maintains a neat and professional personal appearance.
Can adjust to various job demands, consumer inquiries and still project a positive, professional image.
Maintains strict confidentiality of consumer data.
Knowledge of office practices and administrative procedures.
Skill in the use of office equipment, computers and applicable computer programs, including Microsoft Excel, Word, and electronic health records, and use of email.
Ability to communicate and interact effectively with members of the public, and to respond to public inquiries in a timely manner.
Ability to display regular and reliable (in‑person, if required) attendance.
Understanding and practice of Trauma Informed Care principles.
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