Client Services Representative

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the comprehensive client intake process, from diagnostic or intake appointments to placement readiness.

• Handle inbound calls while also making outbound calls to clients and their families.

• Respond to emails by providing information regarding services, authorizations, and billing inquiries.

• Arrange schedules for Diagnostic Intakes, Diagnostic Evaluations, BHT Intakes, Assessments, and Interventions.

• Process referrals, contact families within stipulated timeframes, and set up appointments.

• Verify Protected Health Information (PHI) and service authorizations while adhering to HIPAA protocols, funder guidelines, and state regulations.

• Accurately document all client interactions in the Electronic Health Records (EHR) system.

• Resolve or appropriately route incoming client calls.

• Acquire necessary documentation and follow up on appointments and client requirements.

• Manage work queues, cases, due dates, and service-level agreements efficiently.

• Collaborate with Clinical, Billing, Provider Relations, and Quality teams.

• Monitor referrals, approvals, assessments, and final placements.

• Employ de-escalation and service recovery techniques as required.

• Escalate cases to leadership when necessary.

• Adhere to standard operating procedures and relevant laws that protect client health information.

• Undertake additional responsibilities as assigned by the Manager or Director.

⛳️ Requirements

• High School diploma is mandatory; an Associate or Bachelor’s degree is preferred.

• A minimum of two years of experience in a customer service call or contact center is required.

• Experience in the healthcare industry is preferred.

• Proficient in Microsoft Office applications (Outlook, Word, Excel, etc.).

• Familiarity with healthcare records management systems is preferred.

• Strong verbal and written communication skills are essential.

• Experience in working with and communicating with families is a plus.

• Knowledge of the I/DD (intellectual and developmental disability) communities is beneficial.

• Ability to thrive in a fast-paced environment, multitask, and manage responsibilities independently.

• Capability to manage a remote work schedule in alignment with PST business hours.

• Proficiency in effective communication and the ability to read and write in the primary workplace language.

• Visual and auditory capability to work with clients and staff.

• Proficiency in using a computer and iPhone.

• Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ).

• Ability to obtain and maintain clearance through the Office of Inspector General.

• Attendance at all required training sessions is mandatory.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and career advancement.

• Supportive work environment with a focus on teamwork and collaboration.