Customer Care Specialist - Remote

Integral Care; Texas; Remote; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Generous vacation/holiday/sick leave

Life and Disability Insurance

Employee Assistance Program (EAP)

403(b) retirement account

Gym membership discount

Job summary

Integral Care's Call Center team answers main phone lines and contract partner calls to provide information about services, schedule appointments, and refer callers to the appropriate providers. The Customer Care Specialist verifies insurance, assists with initial service requests, and ensures trauma-informed, patient-centered care.

Regular attendance is essential; in-person on-site presence is required at designated Travis County locations, Texas.

Qualifications

• Minimum high school diploma or equivalent.
• Excellent communication and interpersonal skills required.
• Experience with trauma-informed care practices preferred.

Responsibilities

• Answer incoming calls for intake and referrals.
• Screen demographics to determine eligibility and schedule appointments.
• Document interactions in the appropriate software.
• Route callers to appropriate units and verify insurance questions.
• Provide information about services and community referrals.
• Support scheduling and coordination of intake appointments.

Skills

Customer Service

Trauma‑informed care

Communication

Phone screening

Education

High School Diploma or GED

Job description

Job Summary:

Integral Care's Call Center is the first 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 for 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.

• Answer incoming calls for Integral Care intakes
• Complete brief demographic screening to determine eligibility, schedule intake appointments, or make referrals
• Document all contacts in the appropriate software
• Transfer crisis calls to PES or hotline as needed
• Route consumers to appropriate units and verify hospital questions (open status, insurance, aftercare needs)
• Complete safety assessments when intake appointments are scheduled
• Provide customer service for managed care programs (answer calls, check eligibility/benefits, issue authorizations, make referrals, respond to inquiries)
• Identify uninsured clients and coordinate with staff/Consumer Benefits Office for financial assessment updates and referrals
• Support unit operations as needed per contracts and management direction
• Collaborate with the team to ensure timely phone coverage and accurate information
• Provide trauma-informed care by completing required training and applying trauma-informed principles in service delivery

Regular, predictable attendance is considered to be an essential requirement for this position. Other duties may be assigned. May require a flexible work schedule.

Integral Care employees are to strive to maintain a trauma sensitive workplace, to embrace trauma sensitive and informed practices, and to foster a supportive and welcoming environment of care.

Education:

Required:

• High School Diploma or GED equivalent.

License:

Required:

• Current and valid driver's license and a clean driving record.

Hours:

Full-Time.

Workdays:

Monday - Friday.

Workhours:

8:00AM - 5:00PM.

Why join us:

Integral Care has proudly served Travis County residents for the past 50 years. As the largest provider of behavioral health services in Travis County, we are dedicated to improving the lives of adults and children living with mental illness, substance use disorder, and intellectual and developmental disabilities. By joining our team, you will find rewarding work every day alongside people who have as much compassion as you. Join us, and together we can help improve the quality of life for the people we serve. Imagine your career at Integral Care!

Employee Benefits:

• 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
• Gold's Gym membership discount

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, veteran status, sex, or age.

For specific positions, additional compensation may be offered to candidates who are bilingual in English and another language deemed necessary for the role.

This position requires in-person, on-site presence at designated locations in Travis County, Texas, which may be scheduled or on short notice, to support agency operations. All work performed by this position must be performed in the State of Texas.