CSR TEAM LEAD

Description

Who We Are 

Pawnee Mental Health is proud of the high-quality services we offer and the positive outcomes our clients achieve. Our employees are the heart of our organization, and each person contributes to our mission. We’re looking for motivated, passionate individuals who want to use their skills to support others. We believe people facing mental health or substance use challenges deserve the chance to live meaningful, productive lives. If that mission resonates with you, we encourage you to explore this role and join us in making an impact.
What We Offer at Pawnee Mental Health, we are committed to supporting our employees’ well-being by offering a comprehensive and competitive benefits package, including:

• HRSA- Health Workforce:  Loan Repayment Program for Health Careers 
• Continuing Education: Pawnee provides up to 5 days of additional paid leave for continuing education and a fund of up to $1,000 annually.
• Medical & Vision Insurance: Accessible plans to support your health needs offered through BCBS or Aetna.
• Dental Insurance: 100% covered by Pawnee for employees.
• Kansas Public Employee Retirement System (KPERS): Secure your future with KPERS retirement benefits, a lifetime pension program.
• Life Insurance: coverage up to 150% of your annual income and long-term disability insurance at no cost.
• Paid Holidays: Enjoy 8 paid holidays throughout the year.
• Generous PTO:   Start earning 10 hours of PTO per month—equivalent to 15 days per year—with an increase to 24 days per year after your first anniversary.
• Paid Medical Leave: Receive a 40-hour bank of paid medical leave.
• Employee Assistance Program (EAP): Access support resources for your personal and professional life.
• Supplemental Benefits: Additional life insurance coverage, ambulance transportation, short term disability, critical illness, hospital indemnity, and more.

The Role You’ll Play

Acts as the immediate floor supervisor for all Customer Service Representatives – documenting concerns and providing training to new hires as needed. Takes a leadership role in the department, covers vacancies, and assists the Office Supervisor with projects as needed.

Essential Responsibilities:

1. Serve as region-specific Foster Care Intake and Data Manager

2. Primary region-specific Comp Eval and Law Enforcement Eval Assignment Coordinator

3. Act as a role model for all staff in providing friendly, hospitable, and compassionate customer service to all visitors of the agency.

4. Identify and communicate concerns with staffing and procedures to Office Supervisor.

5. Provide support to supervisor with CSR scheduling, med eval scheduling and other various administrative tasks.

6. Provide training and mentoring for CSRs within assigned region.

7. Primary back-up for CSR coverage in any satellite office or outside region at the direction of their supervisor.

8. Perform all CSR duties as a continued member of the CSR Team

a. Greet the public in person and on the telephone in a professional and hospitable manner; provide general information, answer questions and direct individuals to the appropriate party as necessary.

b. Provide client support by communicating payment policy and collecting payments, verifying demographic information, obtaining required paperwork, setting up for Zoom appointments, cancelling/scheduling appointments and ensuring concerns are directed to the appropriate staff.

c. Monitor clients in the waiting areas. Report concerns to Office Supervisor as necessary.

d. Balance the cash receipts as scheduled. Report variances to Office Supervisor.

e. Perform general clerical duties such as typing correspondence, preparing packets for meetings, processing mail, photocopying, and scanning, documents, taking minutes, scheduling meeting rooms and company cars and scheduling contractors as required in assigned office or upon request.

f. Cooperate as a team member and participate in cross training to help control fluctuating workloads or staff shortages. This may include temporary assignment to other agency offices.

9. Maintain and advance knowledge and skills related specifically to position or to field of work through regular review of pertinent materials or participation in training events as approved by supervisor.

10. Adhere to the standards, policies and instructions established by PMHS Policy and Procedure and any applicable ethical codes within field of employment.

11. Review and comply with the Pawnee Code of Conduct outlined in the Employee Handbook.

12. Perform other reasonably related duties as assigned by immediate supervisor or other management personnel.

Same day travel to satellite offices may be required 

Requirements

Required:

- High School Diploma or equivalent.

- Basic personal computer skills.

- Strong oral and written communication skills using the English language.

Preferred:

- Previous clerical experience including Microsoft Word, Excel, and managing multi-line phone systems.

- Experience and/or solid understanding of the CSR role at Pawnee.

- Multilingual skills.