This posting has been re-opened and if you have already applied, you are still being considered and will not be able to apply to this posting again.

Arapahoe County is starting to accept applications in preparation of creating our own Public Health Department. This is an exciting opportunity to be part of the team that will establish and provide services for the first public health department in Arapahoe County. While the hiring process is occurring now, we do not expect this position to start until January 2023.

The Customer Support Specialist performs clerical and customer service at Arapahoe County’s Public Health clinics.

DUTIES:

Customer Service

• Provides courteous, helpful, empathetic customer service to clients and the general public of diverse cultural and socio-economic backgrounds.
• Receives and screens phone calls, schedules appointments, provides general information related to program and services. Makes referrals to partner agencies for services not provided by public health clinics. Refers non-standard requests or technical questions to the appropriate department or person.
• Performs patient check-in for clinic appointments, including verbal/visual engagement with patients, providing medical history forms to patients, obtaining and verifying financial information, and obtaining information to assess Medicaid eligibility for clinic services. Prepares pre-authorization requests and Medicaid claim forms.
• Explains fee schedules and billing procedures, documents and explains treatments plans to patients. Answers questions effectively and courteously. Escalates unanswered questions to next level as appropriate.
• Checks patients out of clinic appointment, including collecting appropriate fees established for services, issues receipts, and balances receipts daily. Verifies patient information for the business office to bill for uncollected fees. Schedules return visit as appropriate. Provides effective customer service as the closing clinic representative, ensuring continuing of care and positive customer service.

Clerical Support

• Performs word processing and data-entry functions to maintain and update documents, spreadsheets, and other electronic records.
• Sorts, indexes, and files documents and records, maintaining accuracy to the method (alphabetical, numerical, or date) and cross-reference systems used for files and filing methods.
• Receives and processes requests for release of medical records in alignment with established policies and procedures. Transfers records and collects standard processing fees from patients.
• Aids office personnel as phone relief, general clerical support, and completing forms related to grants.

Emergency Preparedness and Response

• Responds, as required, to support public health emergencies, incidents, and events. Employee participates in all exercises and drills on emergency preparedness and response, as required. Completes trainings identified as appropriate for this level employee and initiates corrective actions and responses pursuant to Federal, State, and Local laws, statutes, and regulations.

Skills, Abilities and Competencies:

• Strong ability to communicates sensitive topics in a kind, thoughtful, and effective way.
• Ability to develops and maintains effective working relationships with county and departmental employees, and all internal and external customers
• Ability to collaborate effectively with team members and participate in process improvement projects
• Excellent phone manners, customer services skills and office etiquette.

Behavioral Competencies (these are required for all positions at ACG):

Accountability

Accessibility

Inclusivity

Integrity

Education and Experience:

• High School diploma or GED equivalent
• 2+ years clerical, customer service, or reception role
• Any equivalent combination of education and work experience that satisfy the requirements of the job will be considered.

Preferred Experience:

• Bilingual (English/Spanish) skills

Pre-Employment Additional Requirements:

• Must successfully pass pre-employment testing which includes an acceptable motor vehicle record (MVR) and background check.

WORK ENVIRONMENT:

• Work is generally confined to an office environment.

PHYSICAL DEMANDS:

• Spends 90% of the time sitting and 10% of the time either standing or walking.
• occasionally lifts, carries, pulls or pushes up to 20 lbs.
• occasionally uses cart, dolly, or other equipment to carry in excess of 30 lbs.
• occasionally climbs, stoops, kneels, balances, reaches, crawls and crouches while performing office or work duties.
• Verbal and auditory capacity enabling constant interpersonal communication through automated devices, such as telephones, radios, and similar; and in public meetings and personal interactions.
• Constant use of eye, hand and finger coordination enabling the use of automated office machinery or equipment.
• Visual capacity enabling constant use of computer or other work-related equipment.

Below, please list any special physical demands associated with this position. For instance, exposure to hazardous environments, blood borne pathogens, extreme heat/cold, use of power equipment or machinery, wearing of PPE (personal protective equipment).

PPEs, blood borne pathogens, hazardous environment,

Definitions:

Occasionally: Activity exists less than 1/3 of the time.

Frequently: Activity exists between 1/3 and 2/3 of the time.

Constantly: Activity exists more than 2/3 of the time.

Toll Free Applicant Technical Support: If you experience technical difficulty with the NEOGOV system (i.e. uploading or attaching documents to your online application), call NEOGOV technical support at 855-524-5627. Helpful hints: if you are having difficulty uploading or attaching documents to your application, first, ensure your documents are PDF or Microsoft Word files, and second, close the document before you attempt uploading (attaching) it.

BENEFITS:As a Regular Full-Time employee at Arapahoe County Government, you are eligible for benefits such as:

• Medical, Dental, and Vision Insurance
• Life and Supplemental Life Insurance
• Short and Long Term Disability
• Mandatory Pension Plan
• Deferred Compensation Plan
• Pre-paid Legal Services
• Vacation and Sick Leaves
• Holiday pay
• Training and Educational Reimbursement Opportunities