Trauma-Informed Call Center Customer Care Specialist

Integratedliving Australia Ltd; Austin (TX); Remote; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

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 is the first contact and representation of Integral Care by phone to the public, consumers, and providers. The Customer Care Specialist will provide information about Integral Care services, schedule and refer as needed, and coordinate with various partners to ensure timely access to care.

Regular attendance is required, with a potential flexible schedule. The role emphasizes trauma-informed care and collaboration with community partners to support clients in Travis

Qualifications

• Answer incoming calls for intakes and provide information on services
• Complete brief demographic screening to determine eligibility and schedule intake appointments
• Document all contacts in the appropriate software
• Transfer crisis calls to PES or hotline as needed
• Route callers to appropriate units and verify hospital questions
• Complete safety assessments when intake appointments are scheduled
• Provide customer service for managed care programs and verify benefits
• Identify uninsured clients and coordinate with financial assessment updates

Responsibilities

• Answer incoming calls for Integral Care intakes
• Complete demographic screening to determine eligibility and schedule intake appointments
• 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
• Complete safety assessments when intake appointments are scheduled
• Provide customer service for managed care programs and verify benefits
• Identify uninsured clients and coordinate financial assessments
• 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

Skills

Customer service

Trauma-informed care

Communication skills

Team collaboration

Education

High School Diploma or GED

Tools

CRM software

Job description

Integral Care's Call Center is the first contact and representation of Integral Care by phone to the public, consumers, and providers. The Customer Care Specialist will provide information about Integral Care services, schedule and refer as needed, and coordinate with various partners to ensure timely access to care.

Regular attendance is required, with a potential flexible schedule. The role emphasizes trauma-informed care and collaboration with community partners to support clients in Travis