Remote Customer Care Specialist

About the role

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, community referrals, schedule and cancel appointments, and link callers with the appropriate service providers. 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.

Responsibilities

• 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

Requirements

• High School Diploma or GED equivalent
• Current and valid driver's license and a clean driving record

Preferred: Bilingual in Spanish.

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
• Mileage reimbursement

Pay

$21.66 per hour.

Schedule

• Full-Time
• Workdays: Monday - Friday
• Workhours: 8:00 AM - 5:00 PM