Client Representative- Bilingual Required

Position Summary The Crisis Center of Tampa Bay brings help, hope, and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergencies, suicidal thoughts, and emotional or situational problems.
The Client Service Representative-Intake Specialist’s primary responsibility is to oversee the daily office staff functions.
This position reports to the Manager of Client Experience in CCTB’s counseling department.
Strategic/Transformational Duties and Responsibilities Oversees daily office staff functions – answering phones, client paperwork, collecting payments, and client scheduling.
Additionally, this position will ensure that clients are screened for victim responses, scheduled for assessment, and assistance with compensation when necessary.
Participate in the performance quality improvement (PQI) process and use data to improve services and outcomes.
Transactional/Administrative Duties and Responsibilities Responsible for opening and/or closing the front office as assigned.
Complete telephone intakes to assess for services at the Corbett Trauma Center or refer to outside agencies as needed.
Responsible for gathering needed information and scheduling of new clients for services within the required timeframe.
Responsible for canceling or re-scheduling client appointments when needed and notifying all appropriate parties.
Screen intake calls for lethality (suicidal and homicidal ideation) and inform the Supervisor or Clinical Manager as required.
Also, as a Mandatory Reporter, assess child abuse or neglect situations needing to be called to the statewide hotline.
Assist other staff and volunteers with phone intakes/front desk tasks as needed.
Print daily schedules for the front desk.
Set up new client paperwork for initial appointments – send to therapists at offsite locations when needed.
Explain the new client paperwork to clients attending their initial appointment.
Collect client payments and register payments in the database.
Ensure that payments collected from clients correspond with the daily ledger.
Help maintain client database by ensuring the accuracy of all information.
Document communication with clients into the database.
Assist in gathering data for necessary reports.
Ensure completeness and accuracy of data entry and collection as assigned.
Complete and submit data reports as assigned.
Participate in the maintenance of client files, ensuring confidentiality of information, and maintaining the proper completion and security of client records.
Provide clerical assistance to therapists as needed.
Perform such other duties as may be assigned by the supervisor.
Maintain organization and cleanliness of playroom as needed.
Obtain insurance verification or determine payment options and schedule within 24 hours of getting all information.
Assist new clients with determining Victim’s Compensation Eligibility by referring to an advocate.
Provide information and referral to clients when needed and complete telephone follow-ups within 24 hours.
Ensure that all Reminder Calls are completed daily during the required timeframe.
Call clients who fail to show for their initial appointments.
Assist in gathering data for necessary reports.
Assist in gathering data to accurately complete and submit assigned reports on a monthly and/or quarterly basis.
Compose and provide correspondence, memoranda, and reports, as needed.
Establish and develop relationships with referral sources.
Know and comply with the policies and procedures of the agency.
Perform such other duties as may be assigned by the supervisor.
Required Competencies Cooperation/Teamwork- Works toward win/win solutions.
Deals with conflict collaboratively.
Discusses root causes underlying the problem.
Develops effective working relationships.
Engaging Communication-Relates to people in an open, honest, sincere manner.
Treats people with respect.
Is friendly and approachable.
Listens attentively to others.
Communicates ideas clearly.
Communicates appropriately with leadership and coworkers.
Customer Service (Internal & External)- Recognizes and attends to important details with accuracy and efficiency.
Treats customers courteously.
Responds to customer requests in a timely manner.
Elicits feedback from customers to monitor their satisfaction.
Considers both short and long-term interests of the customer in making service decisions.
Proactively identifies customer needs.
Takes responsibility for resolving customer complaints.
Takes business or personal risks to serve customers’ long-term interests.
Creates strategies to help the organization serve customers more effectively Adaptability- Adapts readily to changes.
Works effectively under stress.
Needs minimal supervision.
Comfortable working in a fast-paced environment.
Is reliable, dependable, and results-oriented.
Maintains productivity and composure under pressure.
Effectively prioritizes work and establishes clear goals and plans.
Problem Solving-Views problems as opportunities to create new solutions.
Anticipates potential problems and analyzes alternative solutions.
Judgment- Gathers sufficient input before making decisions.
Sees interrelatedness between issues.
Considers alternative solutions.
Makes appropriate and timely decisions.
Valuing & Fostering Diversity- Demonstrating respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
Self-Management- Taking responsibility for one’s behavior and well-being; Working effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needing minimal supervision; Exhibiting a professional demeanor.
Education and Experience Two years of customer service experience.
Minimum typing speed of 30 cwpm.
Exhibit proficiency in Windows-based programs.
Bilingual (Spanish and English) required.
Complete ACT Service Training as required by FCASV within the first two weeks of employment.
Preferred qualifications: Degree or pursuing a Bachelor’s Degree in Social Services related field of study.
Knowledge, Skills, and Abilities Bilingual Spanish speaking.
Ability to communicate, train, and provide direction to staff, volunteers, and co-workers.
Knowledge of office procedures and practices.
Knowledge and compliance with policies and procedures of the agency.
Understanding of various methods of data collection and the importance of accurate data collection.
Knowledge of the principles and techniques of verbal and written communication.
Knowledge of basic office equipment.
Knowledge of and compliance with HIPAA regulations.
Sensitivity to the needs of clients, especially mental health issues and victim needs.
Ability to prepare correspondence and reports neatly and accurately.
Ability to perform basic arithmetic calculations.
Ability to understand and apply policies and procedures.
Ability to complete work independently, accurately, and completely.
Ability to communicate effectively both verbally and in writing.
Ability to establish and maintain effective working relationships with others.
Skill in the operation of a variety of computer software applications, including Word, Access, Excel, and various database programs.
Complete Advocacy Core Training as required by FCASV or within the first six months of employment.
Physical Demands/Working Conditions Physical Requirement: The employee is regularly required to sit and talk and is occasionally required to stand and walk.
This position requires good hand-eye coordination, arm, and hand and finger dexterity, and visual acuity to use a keyboard.
These tasks may be somewhat complex in nature and may be broad in objective with the integration of diverse functions.
This position performs duties of average difficulty requiring reasonable initiative and independent judgment under general supervision.
Working Conditions: Work is performed indoors, but on occasion will require the use of one’s personal automobile to travel to meetings or other office locations and could be exposed to changing weather.
The noise level is moderate but can often get very busy.
Travel: Occasional Hours: Monday - Friday 8:00 am - 5:00 pm.
Variable hours may occasionally be required to include early evening and Saturday hours to accommodate extended client hours.
Join Us! The Crisis Center of Tampa Bay is committed to creating a diverse environment and is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
The Crisis Center of Tampa Bay is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description.
We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background.
The Crisis Center of Tampa Bay will consider any equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications.
If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
We want you to be YOU, and you’re encouraged to apply! Come learn more today!