Client Services Representative

Location:

United States

The Client Services Representative serves as the first point of contact for our customers (“clients”). In this role, you will handle the full intake process. This includes answering inbound calls, making outbound calls to new and existing families, and replying to emails. You will give families information about our services, authorizations, and the billing process. You will also handle customer requests, sort incoming tasks, and schedule appointments.

Your goal is to meet team deadlines and provide excellent customer service while ensuring that service level agreements are met, proper documentation is completed, and any required follow up is completed. While the Catalight Care Services headquarters are in Walnut Creek, California, this position is 100% remote and expected to work during business hours, approximately 8:00 a.m. to 5:00 p.m., Monday – Friday, aligned with the Pacific time zone.

• Responsible for the end-to-end intake process from diagnostic appointment or intake appointment through placement readiness, ensuring all service level agreements, documentation, and follow-ups are completed accurately and on time
• Schedule multiple appointment types, including Diagnostic Intakes, Diagnostic Evaluations, BHT Intakes, Assessments, and Interventions.
• Process new referrals, contact families within required time frames and schedule appointments while adhering to funder guidelines and state regulations, following HIPAA protocols, and verifying PHI and authorizations for services.
• Receive inbound phone calls from current and potential clients, taking appropriate action to resolve each call or routing call to the appropriate person/team.
• Place outbound calls to schedule and follow up on appointments, obtain required documentation, and address other client needs.
• Ensure that all contact with clients is documented in the EHR system accurately and following outlined company standards.
• Ensure high level of customer service while maximizing productivity and meeting key performance indicators.
• Utilize de-escalation skills and provide service recovery as needed with client families to ensure a positive client experience.
• Follow appropriate protocols if cases require escalation to leadership
• Process cases and manage personal work queues to ensure timely progression of cases and adherence to due dates.
• Coordinate with Clinical, Billing, Provider Relations, and Quality teams to move cases efficiently through the intake pipeline.
• Assist with tracking client referrals, approvals, assessments, and final placements.
• Perform various other tasks that support the coordination of client referrals, authorizations, initial assessments, and placement.
• Follow all current standard operating procedures.
• Adhere to all federal, state and local law and regulations while following protocols to protect client health information (PHI).
• Additional job duties as assigned by Manager or Director

Qualifications
Minimum Education, Experience & Training Equivalent to:

• High School diploma required. AA or Bachelor’s degree preferred; relevant experience may be considered in lieu of a degree.
• Two years of experience in a customer service call/contact center.
• Health care industry experience is preferred.
• Proficient in Microsoft Office (Outlook, Word, Excel, etc.),
• Experience with healthcare records management systems is preferred.

Knowledge, Skills & Abilities (organized by our company values):

• Appreciates and demonstrates collaboration across teams.
• Serves as a role model, bringing our core values to life in your work.
• Work in an exciting, fast paced high energy environment while effectively multitasking and managing day-to-day responsibilities without supervision.
• Personable; able to…