Call Center Customer Service Representative

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.