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Client Support Specialist
2 months ago
Integral Care's Call Center is the primary point of contact and representation of Integral Care by phone to the public, consumers, and providers. Calls coming into Integral Care's main phone numbers as well as calls from contract partners are answered by Call Center staff. The customer care specialist will provide information about Integral Care services, provide community referrals, schedule and cancel appointments, and link callers with the appropriate service providers. The Customer Care specialist will perform updates and verification of insurance coverage and will facilitate the initial request of payment for services to be rendered. These duties are completed with a focus on customer care, wherein staff will find ways to best meet the needs of clients. This position works closely with a multitude of community partners, including but not limited to APD, TCSO, medical facilities, schools, and MCO's. The Customer Care Representative works under the direct supervision of the Customer Care Program Manager.
Key Responsibilities- Knowledge of mental health, mental disabilities, and substance abuse services.
- Knowledge and acceptance of persons with mental illness, mental retardation, substance abuse, and other disabilities.
- Knowledge of managed care organization and operation.
- Skill in using personal computers and multi-line telephones.
- Skill in using various computer software, including database & word processing applications.
- Ability to deal effectively and professionally with the public and to maintain working relationships with supervisors, co-workers and other center employees.
- Ability to assess a variety of human service needs and to make appointments and/or referrals to appropriate services.
- Ability to perform duties with minimal supervision and to adapt to changes in the work environment.
- Ability to speak, understand, read and write English.
- Ability to establish and maintain an effective working relationship with authorization entities.
- High School education required with background experience in call center operations.
- Preferred: Graduated from an accredited college or university with a Bachelor's degree with a major specialization in Human/Behavioral/Social Services or related field.
- Current and valid driver's license and a clean driving record.
- Medical, Dental and Vision insurance.
- Generous vacation/holiday/sick leave.
- Life and Short-term/Long-term Disability Insurance.
- Employee Assistance Program (EAP).
- 403(b) retirement account.
- 401(a) employer contribution retirement account.
- Gold's gym membership discount.
- Mileage reimbursement.
