Customer Service Representative - Behavioral Health

Schedule and Logistics

• Schedule: Monday – Friday
• Hours: 40 Hours/Week | Full-Time
• Contract: 6 Months
• Location: 100% Remote | U.S.-based candidates able to work assigned schedules.

Summary

The Intake Care Senior Representative is a non-clinical Behavioral Health customer service role responsible for assisting members with benefits, eligibility, provider referrals, intake assessments, and available resources through inbound calls. This role requires empathy, strong communication, technology proficiency, and multitasking skills to provide excellent customer service and first-call resolution.

Duties

• Answer inbound calls from members and providers regarding behavioral health services and benefits.
• Register participants, create case files, and document interactions accurately.
• Educate members on benefits, eligibility, and available resources.
• Conduct intake assessments and identify potential risk concerns.
• Provide provider referrals and assist members with accessing care.
• Verify eligibility, coverage dates, and benefit information.
• Process authorizations and support claims-related activities.
• Handle complaints, grievances, and follow-up requests.
• Navigate multiple systems while assisting customers.
• Deliver first-call resolution through effective problem-solving.

Skills and Requirements

• Strong empathy, communication, and active listening skills.
• Proficiency with computers, typing, and multi-system navigation.
• Ability to multitask, prioritize, and work independently.
• Strong problem-solving and organizational skills.
• Customer service experience required; call center and healthcare experience preferred.

Education

• Bachelor's degree in Psychology, Social Work, Mental Health, Public Health, Health Coaching, Community Health, Family Communications, or a related field.
• Non-clinical role; no professional license required.