Floating Customer Service Representative

Job Title:  Floating Customer Service Representative

Reports To: Front End Manager

FLSA Status: Non-Exempt


The Customer Service Representative (CSR) is responsible for the day to day operations of the front offices of various BestSelf Behavioral Health programs. The CSR is expected to perform the secretarial, clerical, data entry and processing duties of their respective program. The CSR is also expected to provide exceptional customer service and care for BestSelf Behavioral Health consumers.


  • Open and close the clinic as needed
  • Check in, schedule and reschedule consumer appointments
  • Input and update consumer demographic and insurance information
  • Manage and maintain the waiting room
  • Request and obtain payments for services
  • Answer and route incoming phone calls
  • Utilize Electronic Medical Records (EMR) software to assist consumers
  • Receive and distribute interoffice mail, postal mail and deliveries
  • Order and manage office supplies
  • Handle and manage Office Change Fund
  • Operate and maintain computers, scanners, fax machines, copiers and cameras
  • Accurate registration of new consumers during Same Day Access
  • Address site specific reports and requests as required
  • Additional duties as assigned
  • Travel to various sites as needed
  • Schedule and assigned duties are subject to change based on the needs of the program and the clients we serve.


The ideal candidate for the position of CSR will possess and exhibit:

  • The ability to manage individuals in crisis, either by phone or in person
  • The ability to understand and follow routine oral and written instructions
  • Excellent phone manner
  • Organized and ability to multi-task
  • Strong communications skills
  • Strong data entry skills
  • Knowledge of and the ability to use Microsoft Suite (Word, Outlook, Excel)
  • Knowledge of and the ability to use office equipment (copiers, scanners, fax machines)
  • Knowledge of appropriate English grammar and usage
  • Experience using Electronic Medical Records software
  • The ability to exercise patience, discretion, good judgement and tact
  • An understanding of basic insurance terminology (copay, deductible, co-insurance, etc.)
  • The ability to travel to various sites as needed


  • High school diploma (or equivalency)
  • Experience using front office technology, including ability to complete basic computer tasks and use basic computer programs, with an openness to learn new programs
  • At least one (1) year full time paid experience in a customer service setting


  • A valid NYS drivers' license.
  • Automobile in good working order.
  • Must have Accredited NYS Defensive driving course; or obtain within 15 days of hire.
  • Must maintain Active NYS Defensive Driving class every 3 years, upon expiration.
  • If driving one's own vehicle, must maintain valid inspection and automobile insurance.
  • Must provide proof of insurance upon hire and when requested.