Behavioral Health Customer Care Representative I

CareBridge-posted 3 months ago
Full-time • Entry Level
Metairie, LA
251-500 employees
Ambulatory Health Care Services
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The Behavioral Health Customer Care Representative I is responsible for successfully completing the required training in order to perform basic job functions. The main function will be answering incoming Behavioral Health and/or Employee Assistance Program calls, as well as making outbound calls to members or providers. This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.

  • Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
  • Completing intake procedure and determine whether member needs to be screened for safety.
  • Provide information regarding member's Behavioral Health, Employee Assistance Program, and Worklife referrals available to member and dependents.
  • Operates a PC and laptop with dual monitors to obtain and extract information; documents information, activities and changes in the database.
  • Analyze problems provide with information and solutions.
  • Documents each call/inquiry received either from members, providers, employers and/or others calling in for tracking and analysis.
  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
  • Researches and analyzes data to address operational challenges and customer service issues.
  • Process external and internal information member or providers provide in order to process payment for services.
  • Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
  • Uses computerized systems for tracking, information gathering and troubleshooting.
  • Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
  • Performs other duties as assigned.
  • Requires knowledge of company, department, services and products in order to service members and process requests to assure services are rendered and appropriately handled.
  • Follows company and department policies and procedures in order to complete and pass monthly audit/call reviews.
  • Complete weekly or monthly assignments and trainings as part of the monthly and yearly review.
  • Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
  • For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
  • Due to the nature of the Behavioral Health Resource Center and Employee Assistance Program, candidates must display the ability to show empathy to callers and be able to focus on listening to callers' needs.
  • Previous experience with use of computers as it pertains to typing, learning new systems and ability to use some Microsoft products.
  • Candidate must be able to follow all procedures as outlined in job aids and other forms of communication.
  • Ability to work independently and are able to de-escalate callers as needed.
  • Merit increases
  • Paid holidays
  • Paid Time Off
  • Incentive bonus programs
  • Medical, dental, vision benefits
  • Short and long term disability benefits
  • 401(k) + match
  • Stock purchase plan
  • Life insurance
  • Wellness programs
  • Financial education resources
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