CFGC
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.
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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.
#J-18808-Ljbffr