Customer Care Associate

Status:

Full‑

Time, Non-Exempt Rate:

$17.31 - $18.01 What We Offer PTO Accrual Program Paid Holidays BC/BS Medical Benefits Health Savings Account Flexible Spending Account Dental & Vision Coverage Pension Plan Tuition Assistance Program Student Loan Payment Assistance Term Life Insurance Short‑Term & Long‑Term Disability Insurance Voluntary Life Insurance

AFLAC JOB SUMMARY

This position is part of the Customer Care Team and provides accurate agency service information to consumers, guardians, staff, and community partners. The role requires strong general office skills and the ability to resolve inquiries by identifying needs and directing individuals to appropriate agency resources. Support is provided in person, by phone, and through written communication.

JOB DUTIES AND RESPONSIBILITIES

Greet consumers, guardians, employees, and vendors in a professional and welcoming manner. Support protection of recipient rights under the Mental Health Code, including providing information and access to the Office of Recipient Rights. Manage a high volume of calls and in-person inquiries, including de-escalating situations as needed. Open and close agency offices, ensure readiness for service, maintain schedules, and complete appointment reminder calls. Apply working knowledge of agency operations, programs, and available resources. Create, distribute, and maintain flyers, newsletters, correspondence, reports, and consumer data entry. Prepare accurate meeting minutes and distribute them according to protocol. Process confidential records requests for legal matters, subpoenas, Social Security, and MDHHS. Maintain Employee Health Records, including scanning, updating, retrieving information, and scheduling appointments. Perform general office duties efficiently, including using communication systems and office equipment. Prepare and distribute mail, including daily pickups and post office drop-offs. Maintain confidentiality and comply with HIPAA at all times. Monitor lobby and clerical areas for consumer needs, cleanliness, and material availability. Manage inventory and order office supplies as needed. Perform responsibilities safely and responsibly. Build and maintain effective working relationships with internal and external stakeholders. Adhere to the agency's core beliefs and values. Serve as a mentor for onboarding new employees. Perform other duties as assigned.

EDUCATION AND EXPERIENCE

High school diploma or GED required. Associate degree in business or clerical sciences preferred. One year of successful clerical experience preferred.

ABOUT WELLVANCE

Wellvance provides state-funded public mental health services to Iosco, Ogemaw, and Oscoda counties. We serve individuals with Intellectual/Developmental Disabilities (I/DD), Serious Persistent Mental Illness (SPMI), and Serious Emotional Disturbance (SED). The ideal candidate demonstrates strong knowledge of agency policies and can successfully perform all essential duties. Reasonable accommodations will be considered for individuals with disabilities. Candidates must be able to work a flexible schedule and travel throughout the Board's service area and, at times, throughout the state. A valid Michigan driver's license, vehicle insurance, and an acceptable driving record are required. Proof of U.S. citizenship or legal authorization to work in the United States is also required. Wellvance does not discriminate based on race, color, creed, national origin, religion, age, gender, height, weight, marital or veteran status, disability, genetic information, or any other legally protected status