Provider Care Representative (Bilingual English/Spanish)

Job Title:                      Provider Care Representative (Bilingual English/Spanish)

Department/Unit:     Compliance and Program Supports

Reports To:                  Payment Services Manager

FLSA Status:                This is a fulltime (37.5 hours per week), Non-Exempt, Union Role

Level:                             Level 5    

Salary:                           $47,775.00 - $50,684.60

ABOUT CHILDREN’S COUNCIL:

For 50 years, Children’s Council has been the heart of child care and early education in San Francisco, advancing the belief that high-quality child care can transform lives and communities. Our more than 140 team members help families navigate their child care and preschool options and secure financial assistance to pay for it. We provide home-based child care businesses with the training and resources to succeed. Through a wide range of free programs and workshops, we support parents and caregivers as they build child development skills. As the city’s second-largest nonprofit contractor, with an annual budget of over $240 million, we are a major stakeholder in the child care system. We educate the public and advocate for increased investment in early education at the local and state level. If you are a child care champion, we want you on our team.  

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. This role also requires bilingual fluency in spoken and written English and Spanish.

RESPONSIBILITIES:

• Provide urgent and timely telephone, walk-in, 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 urgent and potentially escalated client inquiries (walk in or telephone) and resolve issues as appropriate while connecting with clients through shared experiences
• Will stay up to date on current payment policy and procedures through meetings with Payment Manager and trainings with Compliance & Program Supports department and inform clients of reasons and rationale for policy change
• Support the Payment Services Technician team by researching client inquiries utilizing Teams chat and other tools; follow up and communicate with the payment team or manager and providers with appropriate resolutions
• Collect information about problems or customer complaints (walk in or telephone) and escalate disputes to the appropriate manager for resolution if necessary
• Document all services, complaints, and discrepancies in CC4 (payment tracking system)
• Collaborate, coordinate, and interact with other departments as needed to resolve and improve client experience.
• Provide recommendations to Payment Manager on how to streamline payment services support and delivery based on data analysis conducted on walk-in inquiries and call volumes; data will be tracked using tools like Zendesk, Dialpad, etc.
• Conduct administrative duties that support the payment and provider teams, such as receiving, printing, and scanning attendance records, mailings, etc.
• Calculate payments as needed to provide back up to Payment Services Technician team
• 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.
• Active listening skills to support effective telephone communication.
• Ability to de-escalate and cope with angry or upset clients.
• 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.
• Excellent critical thinking and problem solving skills
• Ability to adhere to priorities and meet multiple deadlines.
• Bilingual in English and Spanish, reading and writing necessary.
• Requires intermediate level of technical skills such as operating Microsoft Office applications

PHYSICAL REQUIREMENTS:

• Ability to sit and work at a desk and/or on a phone for extended amounts of time
• Ability to speak in audible tones so that others may understand clearly in normal conversations and over the telephone

BACKGROUND CHECK

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

COVID Policies

All staff are required to be fully vaccinated (barring application for medical or religious exemptions). Wearing masks in the office is optional for our staff.

Hybrid Work

We have adopted a hybrid working model at Children’s Council. There are a few roles where the hybrid schedule is not conducive. Due to the nature of this position, it requires work in-person at the Children’s Council building five days per week from 8:30am – 4:30pm.

Salary Range: $47,775.00 - $50,684.60

Medical, dental, vision, Long-term disability, Life & Pet Insurance / 8.5% Employer 401K Matching program/ Tuition Reimbursement / FSA, HSA & Transit Commuter Benefits / Generous PTO accrual - 5 weeks annually / 15 paid holidays / Lunch-n-Learn Training Program.

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.