Senior Customer Service Rep

Job Title:  Program Assistant

Reports To: Program Director & Program Assistant Supervisor

FLSA Status: Non-Exempt

Notice: 2 Weeks

Grade: 2


This program assistant is responsible for organizing, coordinating and monitoring all non-clinical operations under the direction of the team leader; providing receptionist activities including triaging calls, coordinating communication between team and consumers; maintaining accounting and budget records for program expenditures; and operating and coordinating the management information system.


  • Filing, photocopying, answering telephones and general document creation, type letters, memos, and reports per staff request.
  • Maintain staff safety log, communicate with and track staff in the field for safety purposes as per the safety protocol.
  • Track and maintain flexible wrap fund accounts.
  • Track purchase order requests.
  • Maintain tracking of motel and vendor use by staff on behalf of clients.
  • Track and maintain Medicaid account activity of consumers.
  • Open new consumer charts, maintain active charts, and close out terminated consumer charts.
  • Attendance and participation in daily morning clinical meetings.
  • Maintain accurate auditing of client charts, both for required documentation and billing purposes.
  • Work cooperatively with administrative business office to insure appropriate billing is conducted.
  • Record admissions and discharges and provide a source of information for statistical reports.
  • Maintain consumer charts according to agency standards including the following: set up charts for newly admitted consumers; file materials in consumer charts and files to assure current, accurate information is available; and monitor clinical charts in coordination with the team leader, to assure that they are being maintained in accordance with unit policies and procedures.
  • Prepare letters to request medical records and client authorizations and maintain a log of requests and record received per HIPAA compliance regulations.
  • Operate and coordinate the computer and management Information systems for the program.
  • Schedule and assigned duties are subject to change based on the needs of the program and the clients we serve.


  • Knowledge of the operation and use of personal computer, including Excel and Word
  • Ability to organize and maintain auditing materials.
  • Ability to communicate effectively with a variety of professionals.
  • Must be adept at problem-solving, possess strong interpersonal skills. 
  • Must be able to prioritize and plan work activities as to use time efficiently. 
  • Must be organized, accurate, thorough and able to monitor work for quality.
  • Must be dependable, able to follow instructions, respond to management direction. 
  • Ability to establish and maintain good working relationships with multidisciplinary team.


  • High School diploma or equivalency including or supplemented by courses in typing and computer operations PLUS one year full-time paid experience performing some combination of secretarial and data entry duties


  • Graduation from two-year Business School with courses in typing and computer operations.
  • Bi-lingual preferred, Spanish and English