Answering inbound phone calls
Responding to e-mail correspondence
Providing information about services and processes
Triage client calls and make decisions regarding client needs
Schedule appointments adhering to funder guidelines and state regulations
De-escalate situations and provide service recovery
Document all customer contact accurately
Provide notification to Clinical Case Manager and/or other departments regarding inquiries requiring follow up
Verify protected health information and authorization for services
Participate in activities supporting coordination of client referrals and assessments

2+ years of experience in customer service call/contact center
Associate degree preferred
Health care industry experience preferred
Proficient in Microsoft Office (Outlook, Word, Excel, etc.)
Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population
Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy

Client Services Representative

Key skills