SMA Careers >> Customer Service Representative; Full Time
Customer Service Representative; Full Time
Title:Customer Service Representative; Full Time
Location:301 Justice Lane, Bunnell, FL 32110
Working Hours: 40 hrs/week; Mon-Fri; 8am - 5pm

*** Position is a Floater for our Bunnell, Palatka & St. Augustine Locations ***

This is a highly responsible customer service position in a mental health and substance abuse environment assisting adults and/or children accessing services.  Work involves performing customer service and data entry work of varied complexity requiring understanding of various procedures or processes, and operating with a high degree of independence.  Employee must be able to maintain composure and respond appropriately to crisis calls, substance abuse calls, suicide threats and disturbed clients. 


Possession of a high school diploma or GED and two years of related clerical/customer service/secretarial experience preferably in a clinic/medical office setting; or any equivalent combination of education, training and experience which provides the following knowledge, skills and abilities.
  • Considerable knowledge of standard office practices and procedures, equipment and clerical techniques. 
  • Knowledge of appropriate communication and boundaries with children and/or adults who have serious mental health, substance abuse and psychological illnesses.
  • Knowledge of first and third party registration, certification, verification, and co-pay procedures.
  • Knowledge of State and Federal guidelines related to patient account processing.
  • Ability to organize and maintain complex filing and records systems and ensure confidentiality. 
  • Ability to operate a multiple line phone system and a variety of office equipment. 
  • Ability to communicate effectively, both orally and in writing. 
  • Ability to make calculations and computations accurately. 
  • Ability to proofread documents, research files and logically organize information.
  • Ability to prepare Excel spreadsheets for the accurate recording of daily fee collections.
  • Ability to communicate effectively with suicidal, mentally, emotionally, substance abusing and/or psychologically disturbed adults and/or children in person and over the telephone. 
  • Ability to follow verbal and written instructions. 
  • Ability to work under pressure in a fast paced working environment and to meet deadlines. 
  • Ability to establish and maintain effective working relationships with fellow employees and the general public.

  • Schedules appointments; collects method or source of payment for services and obtains associated documentation, including insurance cards; assist clients in completion of intake paperwork. 
  • Verifies client’s behavioral health benefits with third party payers/insurance companies; checks billing documentation for completeness, accuracy and conformity with clerical requirements.
  • Processes a variety of department reporting, purchasing, and legal documents.
  • Updates client or program data in SMA’s approved EMR.
  • Answers, routes, and transfers incoming calls; assists and provides general information to callers; maintains confidentiality of client information; handles threats, substance abuse, suicide and crisis calls.
  • Performs client financial assessments and establishes client fiscal information in SMA’s EMR. 
  • Performs fee collection duties for clients receiving services where applicable.
  • Adheres to professional standards as outlined by protocols, rules and regulations.
  • Performs miscellaneous job-related duties as assigned.
  • Commits to SMA’s Mission and Core Values.
  • Abides by principles of EEO compliance and a workplace of dignity and respect.
  • Works cooperatively in a group/team setting.
  • Shows respect to others.
  • Takes guidance and direction from supervisors.
  • Arrives/Reports to work on time and ready to work.
SMA Healthcare is a tobacco and drug-free workplace.
EEO Employer     W / M / Vet / Disabled
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