Customer Care

Job Description:

We are hiring a full-time Customer Care & Referral Support Coordinator to support the admissions and referral process for a behavioral health treatment center. This role is responsible for answering incoming calls, responding to inquiries, documenting information in HubSpot, and ensuring every prospective client or referral source receives timely follow-up. You will work closely with the admissions, provider relations, and leadership teams to keep communication organized and ensure nothing falls through the cracks. This is not a clinical role. You will not make treatment decisions or provide medical advice. Instead, you'll serve as the first point of contact for many prospective clients and referral partners, ensuring information is collected accurately and routed to the appropriate team. Full-time. Fully remote. Must be ENGLISH-SPEAKING.

Hours: Night shift: 3:00pm to 11:00pm PST

Salary: $1,300/mo

Note: This is a high-paced environment

Key Responsibilities:

• Answer incoming phone calls professionally and provide information about the company's services, programs, and admissions process.
• Collect caller and referral information and document all interactions accurately in HubSpot.
• Follow up on missed calls, new inquiries, referral sources, and outstanding communication.
• Maintain accurate CRM records, tasks, notes, labels, and follow-up activities.
• Coordinate with admissions, provider relations, and internal teams to ensure prospective clients move through the intake process efficiently.
• Monitor open inquiries to ensure every lead receives timely communication.
• Generate basic reports and track call volume, referrals, and inquiry activity.
• Escalate clinical, crisis, or emergency situations to the appropriate team member following established procedures.
• Maintain confidentiality and follow all HIPAA and internal privacy policies.
• Help improve communication processes and identify opportunities to make the intake and referral workflow more efficient.

Key Qualifications:

• 2+ years of experience in customer service, admissions support, client services, or a similar customer-facing role.
• Excellent verbal and written English communication skills.
• Strong phone presence and ability to communicate professionally with clients, families, providers, and referral partners.
• Experience using HubSpot or another CRM system.
• Highly organized with strong documentation and follow-up skills.
• Comfortable learning new terminology, internal processes, and workflows.
• Able to work independently while maintaining a high level of responsiveness.
• Strong attention to detail and ability to handle confidential information professionally.
• Must own and be able to use a working computer with high-speed internet.

Nice to Have:

• Experience in healthcare, behavioral health, mental health, or substance use treatment.
• Previous admissions, intake, or referral coordination experience.
• Familiarity with HIPAA compliance and handling sensitive information.
• Experience working in a remote customer support environment.