Client Representative

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 emergency, suicidal thoughts, 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 Client Representative Supervisor and Manager of Clinical Services 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 uses data to improve services and outcomes.   

Transactional/Administrative Duties and Responsibilities 

• Responsible for opening and/or closing 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 the 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 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 
• Explain the new client paperwork to clients attending their initial appointment.  
• Collect client payments and register payments in database. 
• Ensure that payments collected from clients correspond with the daily ledger. 
• Help maintain client database by ensuring 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 maintenance of client files, ensuring confidentiality of information, 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 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 up for initial appointments. 
• Assist in gathering data for necessary reports. 
• Assist in gathering data to accurately complete and submit assigned reports on 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 policies and procedures of the agency. 
• Perform such other duties as may be assigned by 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 to resolve 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 - Demonstrates 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 – Takes responsibility for one’s behavior and well-being; Works effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibits a professional demeanor. 

Education and Experience 

• Two years of customer service experience.  
• Minimum typing speed of 30 wpm. 
• Exhibit proficiency in Windows based programs.  Bilingual (Spanish and English) highly preferred to meet the diverse needs of the community.   
• 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 

• 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 collections 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 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 operation of a variety of computer software applications, including Word, Access, Excel, and various database programs. 

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, hand and finger dexterity, and visual acuity to use keyboard. These tasks may be somewhat complex in nature and may be broad in objective with 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: Must be able to work flexible schedule, including afternoon, early evening, and Saturday hours.  

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to  actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.