Customer Service Representative – Call Center

About the role

The Call Center Customer Service Representative provides telephone support to adults, children and families with mental health needs, handling insurance verification, appointment scheduling, and community referrals while ensuring compliance with clinical and regulatory standards.

Key responsibilities

• Answer high volumes of inbound and outbound calls promptly, following communication scripts.
• Schedule, reschedule, and confirm patient appointments using the scheduling system.
• Collect, verify, and update customer contact and insurance information in the EHR.
• Research issues and provide resolutions using EHR and other software tools.
• Maintain accurate documentation in compliance with HIPAA and organizational standards.
• Meet quantitative and qualitative performance metrics and participate in quality‑improvement initiatives.

Required profile

• High School Diploma (required); bilingual Spanish preferred.
• Previous healthcare or medical office experience preferred.
• Strong verbal, written, and organizational skills with a customer‑focused attitude.
• Ability to work in a high‑volume, fast‑paced environment and follow written and verbal instructions.

Required skills

• Proficiency with Microsoft Outlook, Excel, and Word.
• Experience using an Electronic Health Record (EHR) system.
• Data entry and keyboarding skills.

What we offer

• Comprehensive benefits: medical, dental, vision, life, short‑ and long‑term disability, voluntary accident, critical illness, legal, and 401(k).
• Paid time off including vacation and sick leave.