Customer Help Representative/CHAT

Aurora Mental Health & Recovery (AMHR) is seeking a full-time Customer Help and Access Team (CHAT) Representative to provide compassionate, solution-focused support to individuals seeking mental health services. The CHAT team is a multidisciplinary group that responds to client inquiries, troubleshoots issues, and provides information, intervention, or referrals both telephonically and in person. This position plays a vital role in ensuring a seamless, professional experience for clients while protecting confidentiality and promoting access to care. The role follows a Monday–Friday 8:00 am - 5:00 PM schedule with the option to work from home on Fridays after successful completion of a 90-day introductory period and full training.

The ideal candidate will be calm, courteous, and professional in every interaction, with a strong emphasis on exceptional customer service. They should be highly organized, tech-savvy, and able to multitask effectively in a fast-paced environment. The CHAT Representative will work with a diverse population—from children to older adults, including underserved communities—requiring empathy, clear and concise communication, and cultural awareness. Strong collaboration skills are essential, as the role works closely with multidisciplinary teams. Experience in verbal de-escalation is preferred, and a genuine passion for supporting individuals of all ages and backgrounds is key to success in this role.

Schedule. This position will work Monday - Friday, 8:00 am - 5:00 pm - fully in-person, and is eligible for a hybrid model after training period that allows for a mix of remote and in-office work, with an expectation of being in the office two days per week and working from home three days. This schedule may be adjusted based on training, department, client, and community needs.

Salary for this role. The starting wage is based on experience and company equity. Paid bi-weekly.

• $19.29 - $27.50 per hour

Bilingual Language Differential Pay. Employees who successfully pass a language assessment are eligible to receive bilingual differential pay. This differential is provided as a fixed amount of $3,000 per calendar year, paid on a bi‑weekly basis across 26 pay periods, and prorated based on hire date and full‑time equivalency (FTE). Eligibility and payment are subject to the language requirements of the position and the employee’s demonstrated proficiency in the language.

Essential Functions:

• Greet all external and internal customers with dignity, respect, professionalism and superior customer service; timely answering of incoming calls, effectively responding and resolving concerns, or transferring the caller to the appropriate location for further assistance; ability to identify the immediate crisis of callers and getting them connected to the appropriate staff or resource.
• Assist clients with scheduling, re-scheduling and cancelling appointments, completing intake paperwork and required forms, and connecting client with other resources that may be available to them.
• Enter initial demographic information, financial information and verifying appropriate documents are scanned in the EHR, verifying insurance prior to client receiving services, advising clients of their co-pays/coinsurance responsibility prior to their appointment, working will billing as needed. Ensure client inquiries, registration forms and other forms are accurately entered and completed in the EHR for clients to receive services (new and updates for existing clients.
• Identify the immediate crisis of callers and getting them connected to the appropriate staff or resources.
• Advise clients of their co/pay/co-insurance prior to the appointment, working with billing as needed.
• Assist with the internal testing of the EHR updates and enhancements; Work cooperatively with other community agencies, partners, subsidiaries establishing a good rapport and collaborative working relationships; Create and completion of specialized reports and work on specialized projects within the team and/or departments.
• May complete screening of clients
• Responsible for the inventory of forms, office equipment and supplies; possibly having to order supplies when requested, as well as monitoring equipment to make sure it is operable for staff and requesting a service technician when needed.

Requirements:

• High school diploma or equivalent
• One year of customer service or call center experience.
• Preferred: experience in human services, medical/healthcare, social work, counseling, community-based programs.
• Ability to remain calm while interacting with staff and clients, especially individuals with a behavioral health diagnosis, who can be challenging in person or via phone.
• Ability to be flexible with the business needs of the agency, and adapt to a consistently ever-changing fast-paced environment.
• Excellent interpersonal, organizational, and communication skills, and ability to work with a diverse population.
• Ability to multi-task and prioritize responsibilities, be detail-oriented, and demonstrate efficient use of time.
• Computer skills, with experience using programs within Microsoft Office, to include Word, Outlook, Excel.
• Excellent written and verbal communication skills.
• Preferred: Bilingual Spanish/English; ability to interpret documents in English (Spanish if applicable.)

Required Vaccination.

At AMHR the health and safety of our clients and staff are our top priorities. As part of this commitment, all employees are required to receive an annual influenza (flu) shot before their first day of work. Proof of the flu shot must be provided on your first day of employment. Medical or religious exemptions can be requested if necessary.

Benefits:

• Health insurance: Kaiser
• Dental, vision, and flexible spending accounts (dependent care & health care)
• Company paid basic life and AD&D insurance
• Long-term disability coverage*
• 403(b) retirement plan which provides 100% vesting immediately, and matching contributions up to 4% after one year of employment
• Accrued Vacation pay up to 12 days and accrued Sick Pay up to 12 days per year, and 2 floating holidays (hours calculated pro-rata basis based on full-time equivalency)
• Holidays: The company observes 11 designated holidays each year. Exception: Employees working in 24/7 programs or facilities are scheduled to work their regular shifts if the holiday falls on their scheduled workday. In these cases, employees will receive their regular pay for hours worked plus holiday pay.
• Employee Assistance Program
• Voluntary term life insurance
• Short term disability*
• Eligible for benefit if working 30 hours per week or more

Our Mission, Vision and Core Values.

Mission: Deeply rooted in our diverse community, we deliver state-of-the-art care and meaningful outcomes that impact emotional well-being and addiction recovery.

Vision: To foster hope and healing through compassionate, quality care.

Core Values: Passionate caring; Rising to the challenge; Honoring and respecting all persons; Believing in resilience; Putting clients and community first; Commitment to collaboration and teamwork

We are an Equal Opportunity Employer.

Aurora Mental Health & Recovery and its subsidiaries (AMHR) are dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees based on age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, military status, genetic information, or any other status protected by applicable state or local law. We do not tolerate discrimination in any form or context, including harassment or exclusion.

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