CLASS T ITLE: Customer Service Representa�ve

DEPARTMENT: Mental Health a nd Chemical Dependency

SUMMARY: Under general direc�on performs customer service representa�ve du�es w ithin the
Department assigned; W ork varies l i�le, requiring individual judgment within t he specifically assigned
Office p rotocol, and within EMCMHC p olicies and procedures.

EXAMPLES O F ESSENTIAL D UTIES A ND RESPONSIBILITIES: T he b elow list is i ntended to be illustra�ve of
the responsibili�es of t he p osi�on a nd not all encompassing.

MAJOR AREAS O F ACCOUNTABILITY A ND PERFORMANCE:

Mental H ealth and Chemical D ependency

• A p rimary r esponsibility as a c ustomer service representa�ve , a nswering the phone , screening

• Working knowledge o f both Mental Health a nd Chemical Dependency ARM and C urrent P olicies
• Working knowledge of M ontana M edicaid, Insurance, a nd Sliding F ee
• Assis�ng clients in a pplying for Medicaid, W aiver, S tate CD P lan, or Sliding F ee
• Facilitate a dmission of w alk-in clients as needed and complete admission forms a nd explains

needed with admissions, u pdates, treatment plan reviews, SED/SDMI forms, C SR’s, and
discharges

• Overseeing PFL, MIP, CD groups, a nd 6 hour Educa�on classes
• May oversee Telemed Services a s a Site Facilitator
• May a �end weekly staff mee�ngs and r ecord the minutes from these m ee�ngs on a weekly

SUPERVISION – RESPONSIBILITY FOR WORK OF O THERS: N one



EXAMPLES OF PERFORMANCE CRITERIA AND EXPECTATIONS:

• Regularly c hecks and processes client r ecords p er EMCMHC policy, maintains records, and the

• Composes standard correspondence and t ypes reports, p rogress notes, ini�al a ssessments,

• Distributes incoming a nd outgoing mail, coordinates and p urchase supplies f or the office,

• Satellite Office customer s ervice representa�ves shall contact Site Facilitator of any changes in

• May, if involved with the Telemed Services, k eep tract of S ite L og a�endance for groups or any

• Performs o ther d u�es as may b e assigned
  

• Must b e a minimum o f 18 years of a ge
• High School Diploma o r GED p referred
• Must h ave ability to communicate o rally and i n wri�ng
• Work i s generally performed in an office
• Possess typing a nd computer s kills
• One (1) year of d emonstrated work experience i n an office se�ng
• Must complete C redible EHR func�onality a nd overview training w ithin the fi rst month o f

stooping, climbing steps, and prolonged si�ng

Reasonable accommoda�ons may be made to enable i ndividuals w ith d isabili�es to perform any
non-essen�al job f unc�on.

Eastern Montana Community Mental Health Center is an Equal Opportunity Employer. We do n ot
discriminate on t he basis of r ace, religion color, s ex, age, na�onal origin, marital status, m ilitary status, or
disability.