CAPS Assistant (Call Center) $17.07-22.18

Job Description

Job Description

Description:

Join our Team

Join our team of Customer and Provider Services at Centra Wellness Network (CWN) the CAPS Assistant acts as the initial contact persons for community members’ inquiries and new clients requesting services from CWN. CAPS Call Center Assistants answer calls and handles inquiries; redirects calls as appropriate; takes messages; responds as appropriate; and interacts with clients, clients’ guardians, agency personnel and the general public primarily over the phone. Your office will be surrounded by nature, located in Benzonia County, just miles from beautiful, freshwater beaches and hiking trails. Benzonia is just a short drive to Frankfort, Manistee, Traverse City, Cadillac, and Ludington, charming towns outfitted with shopping, unique restaurants and breweries, and a combination of movie-going options including historic theaters and a drive-in!

Staff at CWN are valued and receive several great benefits including but not limited to:

• Generous Paid Time Off starting at 160 hours (frontloaded and prorated your first year)
• 12 paid holidays
• Premium Medical, Dental and Vision Insurance
• Health savings account with annual agency contribution
• Awesome coworkers!

Who We Are

CWN is the publicly funded Community Mental Health Service Provider for Manistee and Benzie Counties. We’re an established company since the early 1980s (some might even call us vintage!) CWN is about making our communities the best they can be one person at a time! We seek to provide excellent support for those who need it the most by helping them find their place in our community and live life to the fullest! By holding each other up, we hold our communities up together. It’s a serious business, but we leave room for fun, team building and staff support. We’re frequently asking, what’s the impact on clients and what’s the impact on staff?

Who You Are

Your superpower is stellar communication and a collaborative team approach. You are known for your:

• Customer Service Skills : You treat clients and your co-workers with dignity and respect. You are professional in appearance and work habits. You set and work within your boundaries.
• Teamwork : You work collectively to enhance team performance. You promote discussions to share knowledge and experience and assist co-workers in contributing to the overall success of the team and agency.
• Communication : You successfully communicate expressively and receptively, including active listening, frequently interpretating and translating facts and information, explaining situations to people and advising them on alternative or appropriate courses of action.
• Productivity and Quality : You provide quality services to clients and their families and meet or surpass expectations set by your supervisor.
• Problem Solving and Decision-Making Skills : You independently identify and solve problems by applying sound problem-solving skills. Your decisions reflect the best interest of the organization, and you accept responsibility for the decisions you make.
• Integrity : You demonstrate honest behavior in all of your roles, tasks and responsibilities, and you follow through on your commitments.
• Reliability : You are personally responsible and complete your work in a timely, consistent manner. You are regularly present and punctual, and you work the hours necessary to complete your assigned work.

About the Role

As a member of the Centra Wellness Network (CWN) team, this person is responsible for performing a variety of duties related to the Customer and Provider Services (CAPS) department. The CAPS assistant (call center) acts as the initial contact person for community members’ inquiries, new consumers requesting services from CWN, and to all who seek help

Your role is to:

• Functions as the initial contact person to community members in order to promote access to high quality care.
• As a CAPS Team member, engages in cross training to cover other department or agency office support as needed.
• Performs call center functions such as answering calls and handling inquiries, redirecting calls as appropriate, and providing information for appropriate resources.
• Provides office support services such as data entry, typing, filing, scanning, copying, faxing, sorting and distributing mail, and performing other similar duties in order to ensure efficiency and effectiveness within the office.
• Performs clerical duties such as maintaining current and accurate files and posting information to electronic records in order to maintain administration, and business records and reports.
• Oversight and administration of client records including dissemination of information by ROI or legal subpoena, records storage process, from assessing risks to managing storage decisions.
• inventory process of identifying confidential and vital records to protect them
• Oversee the protection, preparation and legal disbursement, maintenance, and retention of confidential and vital client records.

We strive to continually improve the access to and the quality of care for our clients, so your supervisor may assign you to complete other tasks.

At CWN, we recognize all people’s vulnerabilities to trauma and traumatic experiences and how that impacts daily living. We use practice models suitable for our job that are evidence based or best practice to support our staff’s daily functions, models of treatment, strength-based initiatives and quality outcomes. We encourage those with lived experience with mental illness, developmental disability, and/or substance use disorders to apply to bring valuable insight and perspective to our agency.

Qualifications and Requirements

• High School diploma or equivalent.
• At least 18 years of age.
  

Benefits:

• Premium healthcare insurance including medical, dental, and vision for individuals, and families
• Health Savings Account with annual employer contribution
• Flex Spending Account
• Retirement Plan with employer matching
• 160 hours of paid time off (prorated your first year)
• Twelve (12) paid holidays
• Sign On Bonus
• Referral Bonus (when you refer someone to join our team)
• Ongoing training and education
• Tuition reimbursement
• Employee Assistance Program
• Short Term Disability
• Long Term Disability
• Life Insurance

Work Environment:

CWN prioritizes a work/life balance. Your supervisor will work with you to utilize flex time and paid time off. You will primarily work in the office with the following schedule:

• Monday through Friday
• Between 8:00am and 5:00pm

You may be required to work hours outside of the regular schedule if assigned by your supervisor to meet clients’ needs.