Customer Service Representative

ArchCare cares for people of all ages and faiths where they are most comfortable and best able to receive it – at home, in the community and in nursing homes. As the Continuing Care Community of the Archdiocese of New York, we see enhancing the lives of our elders and others who need extra help to stay healthy and live life to its fullest as more than just a job. To us, it’s a privilege and our calling.

This position coordinates all varied clerical support services for all clinical and administrative operations within the agency, including telephone reception, database maintenance and current data entry, copying, medical record maintenance and mail handling. Verifies accuracy of all data within the organization. Serves as the general office and clerical support for agency. Serves as backup for all staff in clerical support on the clinical coordination team. Is cross trained to multiple positions within the agency.

* Prepares source data for computer entry by compiling and sorting information; establishing entry priorities. * Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution. * Enters customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format. * Maintains data entry requirements by following data program techniques and procedures. Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; purging files to eliminate duplication of data. * Tests customer and account system changes and upgrades by inputting new data; reviewing output. Secures information by completing data base backups. * Provides clerical support services including, but not limited to, written and verbal communication with a wide variety of internal and external audiences. * Provides reception support services including, but not limited to telephone/receptionist as necessary. * Document preparation: Assists in the preparation of correspondence, reports and forms, and word processing. * Maintains and organizes records and files and uses judgment in their control and maintenance. Maintains and organizes business files including confidential and proprietary information. * Productivity * Effectively works with interdisciplinary team to communicate completion of items and tasks. * Communicate all issues that arise to the Business Services Representative for improvement. * Perform other duties as assigned. * Communication * Takes phone calls from staff, patients, caregivers and others. Demonstrates commitment to the mission and goals of Empire State Home Care Services. * Communicates with manager and interdisciplinary teams on a regular basis to problem solve and plan toward successful completion of tasks. * Demonstrates knowledge to effectively work with interdisciplinary teams in meeting deadlines. * Provides guidance and support for all staff, at all levels, at all times. * Maintains and respects confidentiality of client, employee and corporate information. * Teamwork * Maintains operations by following policies and procedures; reporting needed changes. * Maintains confidentiality. * Works with interdisciplinary team to achieve optimum effectiveness for management. * Develops relationships and enhances appreciation for the needs to meet specified deadlines and the consequences of not meeting them. * Participates in organizational performance improvement projects at all levels within the agency. * Public/Customer Relations * Treats all internal and external customers with respect on the phone or in person. * Is responsive to all external customer concerns and responds quickly and appropriately. * Models professionalism at all times. * Consistently reinforces Empire State Home Care Services’ commitment to outstanding customer service.

**Formal Education:** * High School Diploma or equivalent **Experience:** * 1 year **License, Registration, and / or Certification Requirement:** * No **Minimum Knowledge:** * Requires ability to interpret/extract information and/or perform arithmetic functions. **Language Ability:** * Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. * Ability to write routine reports and correspondence. * Ability to speak effectively before groups of customers or employees of the organization.