Client Services Representative

The Client Services Representative serves as the first point of contact for our customers (“clients”). In this role, you will handle the full intake process. This includes answering inbound calls, making outbound calls to new and existing families, and replying to emails. You will give families information about our services, authorizations, and the billing process. You will also handle customer requests, sort incoming tasks, and schedule appointments. Your goal is to meet team deadlines and provide excellent customer service while ensuring that service level agreements are met, proper documentation is completed, and any required follow up is completed.

While the Catalight Care Services headquarters are in Walnut Creek, California, this position is 100% remote and expected to work during business hours, approximately 8:00 a.m. to 5:00 p.m., Monday – Friday, aligned with the Pacific time zone.

Essential Job Functions

• Responsible for the end-to-end intake process from diagnostic appointment or intake appointment through placement readiness, ensuring all service level agreements, documentation, and follow-ups are completed accurately and on time
• Schedule multiple appointment types, including Diagnostic Intakes, Diagnostic Evaluations, BHT Intakes, Assessments, and Interventions.
• Process new referrals, contact families within required timeframes and schedule appointments while adhering to funder guidelines and state regulations, following HIPAA protocols, and verifying PHI and authorizations for services.
• Receive inbound phone calls from current and potential clients, taking appropriate action to resolve each call or routing call to the appropriate person/team.
• Place outbound calls to schedule and follow up on appointments, obtain required documentation, and address other client needs.
• Ensure that all contact with clients is documented in the EHR system accurately and following outlined company standards. 
• Ensure high level of customer service while maximizing productivity and meeting key performance indicators.
• Utilize de-escalation skills and provide service recovery as needed with client families to ensure a positive client experience.
• Follow appropriate protocols if cases require escalation to leadership
• Process cases and manage personal work queues to ensure timely progression of cases and adherence to due dates.
• Coordinate with Clinical, Billing, Provider Relations, and Quality teams to move cases efficiently through the intake pipeline.
• Assist with tracking client referrals, approvals, assessments, and final placements.
• Perform various other tasks that support the coordination of client referrals, authorizations, initial assessments, and placement.
• Follow all current standard operating procedures.
• Adhere to all federal, state and local law and regulations while following protocols to protect client health information (PHI).
• Additional job duties as assigned by Manager or Director

Qualifications
Minimum Education, Experience & Training Equivalent to: 

• High School diploma required. AA or Bachelor’s degree preferred; relevant experience may be considered in lieu of a degree.
• Two years of experience in a customer service call/contact center.
• Health care industry experience is preferred.
• Proficient in Microsoft Office (Outlook, Word, Excel, etc.),
• Experience with healthcare records management systems is preferred.

Knowledge, Skills & Abilities (organized by our company values): 

Community Centered:

• Appreciates and demonstrates collaboration across teams.
• Serves as a role model, bringing our core values to life in your work.
• Work in an exciting, fast paced high energy environment while effectively multitasking and managing day-to-day responsibilities without supervision.
• Personable; able to work comfortably with individuals at all levels within the organization.
• Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.

Equity informed:

• Knowledge of multiple historically excluded groups with knowledge in I/DD (intellectual and developmental disability) communities.
• Approaches work with a growth mindset, welcome feedback, and understand that humans all have biases and are imperfect as a baseline.
• Experience working and communicating with families.
• Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.

Bold:

• Navigates ambiguity with an excitement for problem solving.
• Commitment to meet agreed upon deadlines on time or ahead of schedule.
• Transparent on action, pursuits, and outcomes.
• A commitment to the values of the organization while demonstrating good judgment, flexibility, patience and discretion when dealing with confidential and sensitive matters.

Wellbeing driven:

• Willingness and commitment to self-reflection and re-thinking. 
• Ability to understand your physical, mental, social, and financial wellbeing needs with a willingness to co-create boundaries that allow you to sustainably show up and honor your humanity.
• Capacity to contribute to and help cultivate effective + sustainable wellbeing driven spaces.
• Commitment to managing a remote schedule that aligns with PST business hours, ensuring your availability supports a healthy team rhythm and effective cross-functional partnership.

  
Requests: 

• Must be able to communicate effectively within the work environment, read and write using the primary language with the workplace.
• Visual and auditory ability to work with clients, staff, and others in the workplace continuously.
• Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
• Ability to utilize computer, cell phone (iPhone).
• Frequent sitting.

Conditions of Employment 

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
• Ability to obtain and maintain clearance through the Office of Inspector General.
• Must attend all required training.

Time Type:

Full time

Compensation:

$25.00 - $30.00 Hourly

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.