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Customer Service Rep
3 months ago
As a Customer Service Representative in Behavioral Healthcare based in Clarksville, Indiana, you will be the primary point of contact for clients, their families, and healthcare providers. This role requires exceptional communication skills and a compassionate approach to support clients navigating behavioral health services. You will handle inquiries, manage appointments, and assist with insurance and billing processes while maintaining a high level of confidentiality and professionalism.
Key Responsibilities:
- Client Interaction: Provide prompt and courteous responses to client inquiries via phone, email, and in-person. Offer clear information about available behavioral health services, treatment options, and program details.
- Appointment Scheduling: Efficiently schedule and coordinate client appointments. Collect and verify necessary information and ensure accurate appointment records. Handle rescheduling and cancellations in a timely manner.
- Insurance and Billing Support: Assist clients with insurance verification and explain coverage details. Process billing information, address payment inquiries, and resolve any billing issues or discrepancies.
- Documentation and Data Entry: Maintain accurate and confidential client records in compliance with HIPAA and other relevant regulations. Update client information and document interactions accurately.
- Crisis Management: Respond to crisis situations with sensitivity and provide appropriate referrals or escalate issues as needed to ensure client safety and well-being.
- Collaboration: Work closely with healthcare providers, case managers, and other team members to ensure comprehensive client support and effective communication.
- Feedback and Improvement: Gather client feedback to contribute to service improvements. Participate in ongoing training and development to stay current with best practices in behavioral healthcare.
Qualifications:
- Education: High school diploma or equivalent required. An Associate’s degree or higher in healthcare administration, social work, or a related field is preferred.
- Experience: At least 1-2 years of customer service experience, ideally in behavioral health environment. Familiarity with insurance and billing processes is advantageous.
- Skills: Strong verbal and written communication skills. Proficient in computer systems and office software. Ability to handle sensitive information with discretion and empathy.
- Attributes: Empathetic, patient, and understanding of the unique challenges faced by individuals seeking behavioral health services. Capable of managing stressful situations and maintaining a positive attitude.
Working Conditions:
- Physical Requirements: Ability to sit for extended periods, use a computer, and manage phone communications.
