Customer Service Representative

Job Summary

The primary responsibility of the Call Center Representative is to provide support to adults, children and families with mental health needs via telephonic services. The position provides support to individuals in verification of insurance, scheduling and rescheduling appointments with the organization's provider and/or making appropriate community referrals. This professional ensures delivery of quality and cost effective services. This role ensures that all services provided align with clinical standards, regulatory requirements, and the organization's mission to support children, families and adults in mental health crises or seeking behavioral health services.

Duties & Responsibilities

• Answering large amounts of inbound and outbound calls in a timely manner
• Follow communication scripts to managing different topics
• Identify and resolve customer needs telephonically
• Schedule and reschedule patient appointments using scheduling system
• Collect and clarify customer contact & insurance information and update system with customer information
• Utilize a team approach to resolving customer issues
• Research every issue and provide resolution to customer inquiries using EHR and software
• Build rapport with customers and stakeholders by going above and beyond in resolving their issues
• Meet personal and departmental quantitative and qualitative performance measures
• Participate in department projects and training
• Maintain accurate and timely documentation in compliance with HIPAA and organizational standards
• Participate in quality improvement initiatives related to transitions of care
• Advocate for patient needs and ensure culturally competent care
• Responsible for other duties as assigned

Required Skills & Abilities

• Strong phone, verbal, written and organizational skills
• Customer focus and strong active listening skills
• Ability to multi-task and manage time effectively
• Proficient with using computers and basic office-based software
• Able to follow written and verbal instructions
• Excellent phone and customer service etiquette
• Ability to ensure quality services to internal and external clients
• Ability to be timely, dependable and reliable
• Possesses computer skills with proficiency in data entry and keyboarding skills
• Able to work in a high-volume and fast paced setting
• Self-motivated, detail-oriented individual with a team player
• Perform job responsibilities without violating ethical, state or federal codes and requirements

Education & Experience

• Bilingual (Spanish)
• High School Diploma Required
• Previous healthcare or medical office experience is preferred
• Must have a working knowledge of Microsoft Outlook, Excel, Word and document in an EHR
• Ability to relate to clients, employees, and the general public in a professional manner