Job Title: Customer Services Representative

Schedule: Monday–Friday, 8:00 AM – 5:00 PM

Overview

We are seeking a highly organized and customer-focused individual to join our Behavioral Health team as a Customer Services Representative. In this vital role, you will serve as the first point of contact for individuals seeking services, providing crucial support to clients, families, and internal teams. The ideal candidate will bring a strong background in customer service, experience with behavioral health populations, and a commitment to high-quality, compassionate service.

Responsibilities and Duties

• Answer inbound calls and gather information regarding initial service requests, referral sources, basic demographics, and insurance/payment responsibilities.
• Conduct comprehensive phone screenings and utilize in-depth knowledge of the Agency’s continuum of care to make initial referral recommendations.
• Respond to questions about service availability and facilitate language access services when needed.
• Create electronic records and update internal logs or databases as appropriate.
• Triage cases to other community resources when necessary.
• Maintain and update tracking systems to ensure data accuracy and consistency.
• For foster youth, obtain qualifying minute orders and other court documents as needed.
• Verify insurance eligibility, co-pays, deductibles, and document in the electronic record system.
• Coordinate payment issues with program managers, families, and billing departments.
• Record all initial and ongoing insurance authorization details in clinical records.
• Act as liaison between internal program departments to ensure smooth referral coordination.
• Maintain and verify data consistency across internal records and County systems.
• Participate in Quality Assurance/Quality Improvement (QA/QI) activities as a team member.
• Prepare various reports upon request.
• Partner with the Program Manager to strengthen and refine Customer Services operations.
• Maintain expertise in agency-wide procedures and serve as backup for HIM and other Customer Services staff absences.
• Perform other duties as assigned to support agency needs and operational improvements.

Qualifications

• Experience in customer service, specifically handling inbound calls.
• Comfort and experience working with Behavioral Health populations.
• Strong organizational skills and attention to detail.
• Bilingual in Spanish (highly preferred but not required)
• Excellent communication and interpersonal skills.
• Ability to multitask and manage competing priorities efficiently.
• Professional, compassionate, and solution-oriented approach to client interactions.