Customer Service Representative

Diverse Lynx is seeking a Customer Service Representative to handle inbound and outbound calls related to behavioral health services. The role involves assisting with benefits, eligibility, authorizations, and care coordination while ensuring accurate documentation and compliance with healthcare standards.

Responsibilities:

• Handle high-volume inbound and outbound calls from members and healthcare providers
• Identify caller needs such as:
• Benefits and eligibility inquiries
• Treatment authorizations
• Provider referrals and resource support
• Provide clear and accurate information to ensure effective resolution on first call
• Make outbound calls to families to discuss behavioral health needs and provider options
• Collect and document clinical and non-clinical information for review by licensed staff
• Coordinate with providers to verify details, review benefits, and assist with authorizations
• Support care coordination by collaborating with internal clinical teams
• Maintain accurate and real-time documentation of all interactions
• Navigate multiple systems efficiently while speaking with callers
• Perform administrative follow-ups and case tracking
• Act as a knowledge resource for team members when required

Requirements:

• High School Diploma or GED (or higher education)
• Minimum 2 years of healthcare experience
• Minimum 2 years of call center experience
• At least 1 year of work-from-home experience
• Minimum internet speed of 30 Mbps (download & upload)
• Strong communication and multitasking skills
• Experience in behavioral or medical healthcare environments (e.g., hospitals, managed care, outpatient services)
• Knowledge of care coordination and healthcare processes
• Familiarity with community-based healthcare resources
• Experience handling sensitive health-related information