Temporary Provider Care Representative

Job Title: Temporary Provider Care Representative
Department: Child Care Family Services Department
Reports To: Child Care Payments Manager
FLSA Status: Temporary Full-Time (37.5 hours/week), Non-Exempt
Compensation: $30.00/hour
Assignment: 1–3 months, with possible extension

POSITION SUMMARY 

The Payment Team handles over 4.9k claims monthly for more than 3000 families in San Francisco and beyond. The Provider Care Representative will play a critical role in supporting the Payment Team by managing calls and addressing requests from both providers and families, utilizing excellent listening skills, the ability to de-escalate situations, and responding with a compassionate, community-oriented approach to support providers in resolving their issues. Our commitment is to deliver an exceptional customer service experience to both providers and families alike. 

• Due to the nature of this position, it requires work in-person at the Children’s Council building five days per week, Monday-Friday. 
• Bi-lingual fluency in English and Spanish is preferred**

RESPONSIBILITIES: 

• Provide telephone, in-person, and electronic support (email, Teams, and Zendesk) for providers and families requiring assistance with payment status and inquiries  
• Use effective, active listening and de-escalation skills to respond to client inquiries and resolve issues as appropriate; able to connect with clients through shared experiences   
• Maintain fluency in payment policy and procedure to provide the best client service experience 
• Research client inquiries utilizing Teams chat and other tools to communicate with the payment team or manager; follow up with providers with appropriate resolutions 
• Collect information about problems or customer complaints and escalate disputes to the appropriate manager for resolution as necessary 
• Document all services, complaints, and discrepancies in CC4 system for tracking purposes 
• Attend and proactively participate in meetings relating to service delivery and staff professional development 
• Track data around call volume, types of inquiries, etc.; and seek innovative solutions with manager(s) for streamlining services 
• Conduct administrative duties that support the payment and family benefits teams such as receiving and scanning attendance records, mailings, etc.  
• Other related duties as assigned 

QUALIFICATIONS:

• High school diploma or equivalent.
• Possess excellent interpersonal and communication skills.
• Possess a warm and friendly demeanor, can-do attitude, and willingness to help others.
• Use listening skills to support effective telephone communication. 
• Ability to de-escalate and cope with angry or upset providers. 
• Ability to work independently and/or with a team.
• Excellent organizational skills; ability to multi-task with ease.
• Strong administrative skills and the ability to work with a diverse group of individuals and community-based organizations.
• Ability to adhere to priorities and meet multiple deadlines.
• Bilingual English/Spanish Preferred*

BACKGROUND CHECK
All offers of employment are contingent upon successfully completing this process.

Children's Council of SF is committed to building a staff that is rich with cultural, social and experiential diversity. Candidates who want to join us on this journey and who can uniquely contribute to that goal are encouraged to apply.

Equal Opportunity & Equity Statement 

Children’s Council is an equal opportunity employer that values diversity as central to our work serving the San Francisco community. We comply with all applicable state and local laws governing nondiscrimination in employment. Our practices are in alignment with our commitment to workplace equity, diversity, and inclusion. We foster a work environment where our current and future staff feel welcomed without regard to race, color, religion, gender identity, national origin, sex, age, disability or sexual orientation.