CSR Training Manual

The Importance of Checklists
IMPORTANT PHONE NUMBERS
As a Customer Service Representative, the reception area is your
responsibility. Everything from cleaning to organizing and dealing with
clients and family members is your shared responsibility with your other
Customer Service Representative Team members.
Flaqler CTTU
CTTU Office (386) 254-1290
CTTU Cell Phone (386) 527-8530
Good service is good
business.
~ Siebel Ad
No matter how long you have been doing your job, it is always good to have
a checklist you can follow for each and every one of your responsibilities.
The more organized that you are, the better.
Having such lists is also a great help if someone is covering the front desk
in your absence. This will ensure that all tasks are carried out properly
without having to worry about duplication.
Daily morning checklist may look as follows:
• Check telephones for messages
• Pass on any relevant messages
• Check fax machines and distribute any pending faxes
• Ensure that client sign in sheet is ready to use
• Receive and distribute mail (rotate staff for this task)
• Prepare outgoing mail (rotate staff for this task)
• Turn computer/s on
• Go through the daily cleaning checklist before clocking out
Daily evening checklist may look as follows:
• Fill up paper trays in copy machine
• Put client sign in sheet away in secure area
• Ensure that the waiting area and your stations are left in a tidy
manner
• Turn computer/s off
• Ensure that garbage cans do not contain food products which can
leave a bad odor
• Ensure that all confidential material that needs to be shredded is
done so before leaving for the day
• Ensure all cash receipts (money) are placed and locked securely
in the safe
To keep a customer
demands as much
skill as to win one.
~ American Proverb
SMA
Access Center, available 24/7* (800) 539-4228
Corporate Compliance (386) 226-4540
Family Education Program (386) 254-1241
Patient Accounts — Mental Health (386) 236-3214
Patient Accounts — Substance Abuse (386) 254-1153
Patient Assistance Program (PAP) (386) 236-1818
Performance Improvement (386) 236-3112
Pharmacy (386) 236-3188
Release of Information (Medical Records) (386) 236-3285
Switchboard (386) 236-3200
*After Hours and Emergency Contact for all programs.
Other Resources
Advocacy Ctr. for Persons with Disabilities (386) 238-4910
Advocacy Committee (HRAC) (800) 342-8170
Alcoholics Anonymous (AA) (888) 756-2930
Cocaine Anonymous (CA) (386) 257-0737
Domestic Abuse Council (386) 257-2297
DCF Substance Abuse & Mental Hlth. Off. (386) 254-3744
Florida Abuse Registry (800) 962-2873
Mental Health Association (386) 252-5785
NAMI (386) 503-7219
Narcotics Anonymous (NA) (800) 477-0731
Suicide Hotline (800) 273-8255
United Way First Call for Help 211
Supervisors
Lynda Flassig Off: (386) 236-3292 Cell: (386) 299-6794
Lorrie Kenyon Off: (386) 236-3223 Cell: (386) 527-1178
Pers. Cell: (386) 341-7483
Finance/Patient Accounts
Gloria Floyd (386) 236-1824
Debbie Bradley (386) 236-1648
Joyce Knowles (386) 236-1153
Sabrina Lund (386) 236-1688
Payroll
Irene Kazaniuk (386) 236-1689
Tammy Dean (386) 236-1655
Accounts Payable
Carrie Washington (386) 236-1684
Kathy Spaziano (386) 236-1707
smahealthcare.org | 800.539.4228 12 CSR TRAINING MANUAL
smahealthcare.org | 800.539.4228
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CSR TRAINING MANUAL