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Job Title: Customer Services Representative – Bilingual

Reports To: Eligibility Supervisor Supervises: Not Applicable

Location: Access to Healthcare Network (Reno/Las Vegas)

Status: Temporary (Approx 3-6 months) with possible extension, NonExempt

About Access to Healthcare Network (AHN)

Access to Healthcare Network (AHN) is a mission-driven nonprofit dedicated to improving access to quality healthcare and supportive services. We foster a collaborative, respectful, and dynamic work environment where team members feel valued and supported. Joining AHN means contributing to meaningful work that positively impacts seniors, individuals with disabilities, and underserved community members.

JOB PURPOSE

The Customer Service Representative (CSR) serves as the first point of contact for the HIV Services Division. This role is responsible for professionally answering incoming calls, assessing caller needs, and triaging inquiries to the appropriate programs or staff. The CSR also supports outbound outreach to schedule appointments for Ryan White eligibility and health coverage enrollment, ensuring timely access to services for vulnerable populations.

KEY DUTIES & RESPONSIBILITIES

Call Handling & Triage

• Answer, screen, and triage incoming calls in a professional, compassionate, and efficient manner.
• Assess caller needs and route inquiries to the appropriate Access program, staff member, or external partner.
• Provide accurate, clear information about services, eligibility, and next steps.

Scheduling & Outreach

• Schedule appointments for HIV Services eligibility, case management, and health insurance enrollment using Access systems.
• Conduct outbound calls to clients to schedule or confirm appointments, including outreach during health insurance Open Enrollment periods.

Documentation & Data Entry

• Accurately document all client interactions in Access databases and customer management systems.
• Enter and maintain complete and accurate caller information in a timely manner.
• Ensure data integrity and compliance with program and reporting requirements.

Coordination & Communication

• Collaborate closely with the Eligibility Supervisor and HIV Services team to ensure efficient handling of client needs.
• Communicate effectively across AHN departments to support coordinated service delivery.
• Maintain positive working relationships with community partners and referral organizations.

Client Service Excellence

• Deliver high-quality customer service with professionalism, empathy, and cultural sensitivity.
• Effectively communicate complex information in a way that is understandable to diverse populations.
• Use critical thinking and resourcefulness to address barriers and connect clients to appropriate services.

Additional Duties

• Participate in ongoing training and team meetings.
• Support team operations during high-demand periods (e.g., Open Enrollment).
• Perform other duties as assigned.

QUALIFICATIONS

Education & Experience

• High School Diploma or equivalent required.
• Bilingual (English/Spanish) required.
• Previous customer service or call center experience preferred.
• Experience working with vulnerable populations or in healthcare/social services strongly preferred.

Skills & Competencies

• Strong communication and active listening skills.
• Compassion and professionalism in high-stress situations.
• Attention to detail and accuracy in documentation.
• Ability to manage multiple systems and tasks simultaneously.
• Problem-solving and critical thinking skills.
• Cultural competence and sensitivity to diverse populations.

Certifications & Requirements

• Must pass Medicare/Medicaid fraud screening.
• Must obtain Community Health Worker Certification within one year (agencyfunded).

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

• The noise level in the work environment is usually moderate, and the employee usually works in a climate-controlled office environment.
• Be able to sit at a computer for up to 6–8 hours per day.
• Be able to stand and walk for extended periods 3-6 hours per day.
• Be able to withstand frequent hand/wrist deviation and repetition.
• Must be able to lift, carry up to 30 pounds with a fair consistency.

The statements herein are intended to describe the general nature and level of the position, but are not necessarily a complete list of responsibilities, duties and skills required of employee(s) so classified. As such, responsibilities, duties, and required skills may be changed, expanded, reduced, or deleted to meet the business needs of Access to Healthcare Network. Furthermore, they do not establish a contract or implied contract for employment.

FUNDING CLAUSE

This position is funded through external grant sources. Continued employment is contingent upon the ongoing availability of this funding. If funding is reduced or discontinued, the position may be changed or eliminated.

As an equal opportunity employer, we are committed to identifying and developing the skills and leadership of people from diverse backgrounds. We encourage all qualified candidates to apply.

Benefits: Position qualifies for eligible benefits.

Required to pass a background check through the State of Nevada