Access Center Representative (CM)

Hope – Empowerment – Purpose

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Cobb County Community Services Board offers a generous benefits package for full time employees, which includes employee Retirement Plan, Paid Holidays, Paid Time Off (PTO); Health, Dental, Vision, Legal, Short Term Disability, Long Term Disability, Critical Illness (AFLAC), Life Insurance, Flexible Spending Account and Dependent Care Account.

JOB TITLE: Access Center Representative   

PROGRAM: Quality Management                  

FLSA STATUS: Non-exempt

JOB SUMMARY: The Access Center Representative will manage large amounts of inbound calls in a timely manner. This position is responsible for all indirect/ direct service in accordance with the needs of the agency. The Access Center Representative also ensures the agency provides quality services and complies with agency, state and federal guide lines.


  • Responsibility #1 - Inbound Calls - 85% of time
    • Answers phone calls professionally and courteously in a timely manner.
    • Assist and respond to the caller's needs.
    • Respond to client, staff, and third party inquiries by phone.
    • Follows departmental protocols relating to scheduling appointments.
  • Responsibility #2 - Quality Assurance - 10% of time
    • Implements process improvement to engage and inform clients, public, and staff.
    • Assist in training co-staff in areas relating to service specialties as needed.
  • Responsibility # 3- General Responsibilities - 5% of time
    • Maintains confidentiality for all indirect / direct service in accordance with agency policies, HIPAA policies and confidentiality laws.
    • Maintains clinical records in accordance with agency policies.
    • Ensures timely completion of agency required trainings/workshops.
    • Completes other responsibilities and tasks as assigned.


  • Staff will have no more than 1 incidence of creating a duplicate chart in a 12 month period.
  • The average call time should be 3-5 minutes over a 12 month period.
  • The longest talk time for each call should not exceed IS minutes per caller 100%of the time.
  • The monthly call abandonment rate will not exceed 5% over a 12 month period.
  • 99% accurate on entering information in EMR.
  • Each representative will receive no more than 2 complaints in a 12 month period related to their customer service.
  • 100%of required trainings will be completed within specified time frames.


  • Understanding of community behavioral health and state and federal guidelines to provide services.
  • Understanding of customer service principles and practices for inbound and outbound calls.
  • Understanding of Microsoft Office programs.
  • Understanding of HIPAA and confidentiality practices when communicating with callers and collecting personal identifying information over the phone/electronically.
  • Strong verbal and written communication skills.
  • Strong typing and computer skills.
  • Ability to work independently and manage time to complete assignments within set deadlines.
  • Ability to interpret guidelines and apply to communicating with callers and providing information.
  • Ability to maintain accuracy and attention to detail when completing multiple assignments.
  • Ability to work with diverse individuals and effectively provide/ receive pertinent information.
  • Ability to be flexible and adaptable to changes in job assignments and other duties as needed to meet the needs of the agency's strategic plans.


  • Sitting for long periods of time.
  • Frequent typing.
  • Frequent reading.
  • Occasional driving from location to location.
  • Mostly office/facility/call center based.


  1. Education - High School Diploma/ GED.
  2. Licensure/Certification – N/A
  3.  Experience - Minimum one (1) year of experience in the Administrative/ Clerical/ Customer Service field.
  4. Other - Criminal background check, official academic transcripts, Drug scree n, TB test, valid GA license or identification card.


  1. Education - Bachelor's Degree.
  2. Experience - Experience in medical office setting and familiar with medical/clinical terminology. Type 30+ wpm and able to simultaneously use telephone and computer to obtain/provide information. Customer Service with inbound and outbound calls.


Dependent on education and experience.