Customer Service Specialist I

Pacific Clinics • Los Gatos, CA

7d

About The Position

The Customer Service Specialist processes and completes internal and external referrals and serves as the primary liaison between external agencies and internal agency departments. The role completes administrative paperwork and data entry for customer records and coordinates initial intake, level-of-care screening, insurance verification, and payment coordination. It regularly involves face-to-face and telephone interaction with customers and use of agency and County electronic systems connected to client care and billing, while supporting County and State Access requirements.

The position is scheduled Monday through Friday, 8:30 a.m. to 5:00 p.m. Initial compensation ranges from $23 to $28.81 per hour, depending on experience, location, and internal equity considerations. A separate pay range is listed as $23.43–$28.81 per hour. Qualifying roles may receive bilingual differentials of up to 7.5% for direct-service roles or up to $80 per month for non-direct-service roles. Benefits eligibility begins on day one, subject to employment-status eligibility requirements.

Requirements

• High school diploma or GED and two years of relevant experience, or an equivalent combination of education and experience; two years of relevant experience equals one year of education.
• Advanced skills in Microsoft Office, including Word, Excel, and project management tools.
• Attention to detail.
• Conflict resolution skills.
• Ability to document clearly and accurately.
• Ability to encourage customer focus.
• Time-management skills.
• Strong communication skills.
• Must complete a full background check and TB exam.

Responsibilities

• Answer phones and gather information about initial service requests, referral sources, basic demographics, and insurance or payment responsibility.
• Complete comprehensive phone screens and use knowledge of the agency’s continuum of care to make initial referral recommendations.
• Answer questions about service availability.
• Ensure non-English language needs are met to facilitate effective access.
• Create electronic records and document information in other logs or databases as indicated.
• Refer customers to other community resources when applicable.
• Maintain all tracking systems.
• For foster youth, obtain qualifying minute orders and other relevant court documents as needed.
• Verify and clarify insurance eligibility, copays, and deductibles, and enter information into electronic records.
• Coordinate with the program manager, family, and billing regarding payment issues.
• Ensure initial and ongoing insurance authorization information is recorded in the clinical record.
• Liaise between internal program departments regarding referral coordination.
• Routinely maintain, verify, and confirm the accuracy and consistency of data between internal electronic records and County systems.
• Participate as a team member in QA/QI activities.
• Prepare reports as requested.
• Work closely with the Program Manager to build, improve, and refine Customer Services infrastructure.
• Maintain expertise in agency-wide procedures.
• Provide backup coverage for HIM and other Customer Services staff absences.
• Perform other duties as assigned to support agency or business needs and improve operations.

Benefits

• Medical, dental, and vision benefits, subject to eligibility requirements.
• 401(k) employer match up to 4%.
• Competitive time-off plans, subject to eligibility requirements.
• Possible bilingual differential: up to 7.5% for qualifying direct-service roles or up to $80 per month for qualifying non-direct-service roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED