Client Services Representative

Role overview Manage the intake experience for families seeking services, from first contact through readiness for placement. You’ll respond to inquiries, coordinate appointments and documentation, and keep cases moving across teams while providing clear, considerate service and protecting confidential health information.

Responsibilities - Handle inbound calls, outbound follow-ups, and email inquiries from current and prospective families. - Process referrals, contact families within required timeframes, verify authorizations, and schedule intake, evaluation, assessment, and intervention appointments. - Maintain accurate client contact records in the electronic health record and track referrals, approvals, assessments, and placement steps. - Organize work queues, meet deadlines and service targets, and ensure required follow-up is completed. - Coordinate with clinical, billing, provider relations, and quality teams to progress cases. - Address concerns with de-escalation and service recovery, escalating cases when needed and following privacy and regulatory procedures.

Requirements - High school diploma; relevant experience may substitute for further education. An associate or bachelor’s degree is preferred. - At least two years of customer service experience in a call or contact center. - Strong verbal and written communication, attention to detail, and proofreading skills. - Ability to manage multiple tasks independently, meet deadlines, and work effectively with families and cross-functional colleagues. - Comfort handling confidential and sensitive information with discretion. - Ability to complete required training and obtain and maintain criminal record and inspector general clearances.

Nice to have - Healthcare experience, familiarity with health records systems, and proficiency with Microsoft Office. - Experience communicating with diverse families, including people from historically excluded communities and people with intellectual or developmental disabilities.

Benefits and work setup - Full-time, fully remote work, Monday through Friday during Pacific time business hours, approximately 8 a.m. to 5 p.m. - Listed pay is $25–$30 per hour.