Service Center Representative

The Service Center Representative is the primary contact for inbound calls to Thresholds, routing calls to help ensure customer satisfaction and agency-wide intake for clinical services and acts as a resource for both internal and external callers. The role also provides clerical and/or administrative support to the Service Center Manager as assigned.

ESSENTIAL DUTIES & RESPONSIBILITIES

• In collaboration with the Service Center Manager, utilize the current system used by Thresholds for tracking metrics on inbound calls and scheduling assessments as needed.
• Following established procedures, records calls accurately and with clear understandable descriptions.
• Manages the central Thresholds phone line, acting as the 'first point of contact' for customers contacting Thresholds.
• Communicate with customers and agency staff with email, fax and other methods as needed.
• Provides excellent customer service to both agency staff and to individuals who are contacting Thresholds.
• Appropriately triage and route calls for Medicaid and all other enrollment programs.
• May act in the capacity of 'walk in point person', screening self-referrals who walk in to Thresholds Clark Street office.
• Maintains a detailed understanding of the requirements for intake into the various programs at Thresholds; conducts mini assessments and screens for eligibility.
• Ability to meet deadlines, stay focused as well as detail oriented. Attend meetings as assigned.
• Provides clerical support to the Access & Implementation Department as directed.
• Independently provides accurate and timely information to your supervisors on all topics and issues related to the operation of the Service Center or Access & Implementation Department. This includes but is not limited to correcting errors specific to your area of responsibility as they are identified.
• As with all staff members, paperwork is an important part of your job and you are responsible for finishing all assigned work completely and on time and are equally responsible for the metrics measuring the success of the department. This work may include but is not limited to reporting data to internal and external departments as required by your supervisor. The evaluation of your job performance includes the quality and timeliness of your written work.
• SHIFT: Monday - Friday 8:30 AM -5:00 PM

MARGINAL DUTIES & RESPONSIBILITIES

• May be required to be responsible for maintaining confidential files including electronic records according to agency policy. All Thresholds records are to be maintained in such a fashion as to prevent unauthorized access as well as to reasonably protect them from fire, water damage or other hazards. Electronic records will be backed-up in accord with agency guidelines.
• May be required to organize records and projects in a systematic fashion.
• May be required to travel to other Thresholds locations as needed.
• Other duties as assigned.

EDUCATION

• Associates Degree desired, Bachelor's degree preferred. Experience and/ or training specific to performing the duties assigned may be substituted for educational requirements at supervisors' discretion.

EXPERIENCE

• Five or more years of progressive clerical responsibilities.

SKILLS/CERTIFICATIONS

• Strong computer skills. Must have comprehensive knowledge of Microsoft Office products. May be required to have knowledge or learn other pertinent software products.
• Ability to build relationships with divers groups of people.

What sets Thresholds apart:

• Competitive Pay: Pay Range: $18.50 - $20.00 hrly
• Based upon education, experience, and licensure
• $1000 salary increase for LSW or LPC licensure
• $1000 salary increase for CRSS
• Generous PTO
• Dental insurance, vision insurance,4 medical insurance plans
• 403(b) retirement plans with 3% employer match
• Robust employee assistance program (EAP)
• Mileage reimbursement
• Cell phone reimbursement (up to $50/month)
• Public service loan forgiveness
• Supervision for clinical licensure at no cost (LSW, LCSW, LPC, LCPC)
• Reimbursement for licensure and licensure renewal

Thresholds is a mission-driven agency with a deep commitment to fostering an environment where all feel valued and respected, a place where every employee can be themselves, thrive, and support the agency's mission. Click here to learn more.

One of the oldest and largest community mental health organizations in Illinois, we pride ourselves in being a Chicago Tribune Top Workplace and one of Chicago's 101 Best & Brightest Companies to Work For, several years in a row.

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