Customer Service Representative

CFGC; Dallas (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Child and Family Guidance Center is seeking a Call Center Customer Service Representative for our North Texas clinics. The role supports adults, children, and families with mental health needs via phone, assisting with insurance verification, scheduling, and community referrals.

Key duties include handling high-volume calls, following scripts, updating patient information, and ensuring HIPAA-compliant documentation while meeting performance measures.

Qualifications

• High School Diploma required.
• Bilingual (Spanish)
• Healthcare or medical office experience preferred.
• Working knowledge of Microsoft Outlook, Excel, Word and EHR.
• Professional demeanor with clients and the public.

Responsibilities

• Answer large volumes of inbound and outbound calls promptly.
• Follow scripts for different topics and resolve customer needs telephonically.
• Schedule and reschedule patient appointments using scheduling system.
• Collect and verify customer contact and insurance information.
• Maintain accurate documentation in compliance with HIPAA and standards.
• Participate in quality improvement initiatives related to transitions of care.

Job description

Child and Family Guidance Center is hiring a Call Center Customer Service Representative position for our North Texas clinics.

Job Summary:

The primary responsibility of the Call Center Representative is to provide support to adults, children and families with mental health needs via telephonic services. The position provides support to individuals in verification of insurance, scheduling and rescheduling appointments with the organization’s provider and/or making appropriate community referrals. This professional ensures delivery of quality and costs effective services. This role ensures that all services provided align with clinical standards, regulatory requirements, and the organization's mission to support children, families and adults in mental health crises or seeking behavioral health services.

Duties & Responsibilities:

• Answering large amounts of inbound and outbound calls in a timely manner
• Follow communication scripts to managing different topics
• Identify and resolve customer needs telephonically
• Schedule and reschedule patient appointments using scheduling system
• Collect and clarify customer contact & insurance information and update system with customer information
• Utilize a team approach to resolving customer issues
• Research every issue and provide resolution to customer inquiries using EHR and software
• Build rapport with customers and stakeholders by going above and beyond in resolving their issues
• Meet personal and departmental quantitative and qualitative performance measures
• Participate in department projects and training
• Maintain accurate and timely documentation in compliance with HIPAA and organizational standards.
• Participate in quality improvement initiatives related to transitions of care
• Advocate for patient needs and ensure culturally competent care.
• Responsible for other duties as assigned.

Required Skills & Abilities:

• Strong phone, verbal, written and organizational skills
• Customer focus and strong active listening skills
• Ability to multi-task and manage time effectively
• Proficient with using computers and basic office-based software
• Able to follow written and verbal instructions
• Excellent phone and customer service etiquette
• Ability to ensure quality services to internal and external clients
• Ability to be timely, dependable and reliable
• Possesses computer skills with proficiency in data entry and keyboarding skills
• Able to work in a high-volume and fast paced setting
• Self-motivated, detail-oriented individual with a team player
• Perform job responsibilities without violating ethical, state or federal codes and requirements.

Education & Experience:

• Bilingual (Spanish)
• High School Diploma Required
• Previous healthcare or medical office experience is preferred
• Must have a working knowledge of Microsoft Outlook, Excel, Word and document in an EHR
• Ability to relate to clients, employees, and the general public in a professional manner.

Benefits:

Comprehensive benefits offered:

• Medical
• Dental
• Vision
• Basic Life
• Short term disability
• Long term disability
• Voluntary life
• Accidental death & dismemberment
• Voluntary Accident
• Critical Illness
• Legal & 401K
• Paid time off (vacation and sick time)

About Us:

A community leader since 1896, Child & Family Guidance Center takes a comprehensive approach to treating individuals with complex mental and behavioral health challenges throughout seven North Texas counties - Dallas, Collin, Ellis, Hunt, Kaufman, Navarro, and Rockwall. Since our establishment, we have been committed to providing quality, compassionate care to those in need. Today, we take immense pride in providing a wide range of comprehensive mental health services tailored to meet the unique needs of every North Texan. At Child & Family Guidance Center, we believe everyone deserves access to quality care, so no one is ever turned away-regardless of their ability to pay. From initial assessment to ongoing care, our doctors and counselors are committed to helping tens of thousands of North Texans each year recover from trauma caused by abuse, severe neglect, and poverty-empowering them to thrive in their communities.