Customer Service Representative

Customer Service Representative

Salary Range: $866 to $1,213 per month

Join a fast-growing behavioral healthcare organization supporting families across North Carolina as they begin the process of accessing ABA therapy services. As an Intake Coordinator, you’ll be a key first point of contact for parents, caregivers, medical offices, and care managers, helping families understand service options, gather the right documentation, and move confidently through the intake process.

What You'll Do:

• Answer Intake Calls: Serve as the first point of contact for families, medical offices, care managers, and other referral sources.
• Screen New Referrals: Collect diagnosis, location, service setting, insurance, age, contact information, and other required details, and explain the intake process.
• Document Collection: Identify missing evaluations, insurance information, intake forms, referrals, or guardianship documents and follow up until required items are received.
• Case Management: Maintain accurate intake records, document calls and follow-up history, and prioritize outstanding items in ClickUp based on clinic availability and business needs.
• Coordinate Internally: Work with clinics and internal teams regarding availability, tours, evaluations, exceptions, and information that needs verification.
• Follow Intake Guidelines: Apply clinic-specific requirements such as availability, service areas, age limits, minimum hours, school restrictions, and waitlists, and verify exceptions when needed.
• Guardianship: Confirm legal guardianship and required authorization when working with third parties before documents are signed or protected information is shared.
• Insurance: Relay information provided by the insurance team without independently interpreting complex coverage questions.

Who You'll Work With:

Be an integral part of a collaborative behavioral healthcare team supporting families throughout the North Carolina intake process. You’ll work closely with clinic office managers, supervisors, the insurance team, and other internal staff while communicating directly with parents, caregivers, medical offices, and care managers to keep each case moving accurately and efficiently.

Who We're Looking For:

• Strong Communication: Professional, patient, and confident on the phone, with the ability to explain information clearly to families, providers, and care managers.
• Detail-Oriented: Attentive when reviewing information and documentation, able to catch errors or missing details, and maintain accurate case records.
• Organized: Able to manage multiple families, documents, clinics, tours, deadlines, and follow-ups without losing track of important items.
• Good Judgment: Knows when to ask questions, verify information, or escalate an issue rather than guessing, especially when policies, privacy, or guardianship are involved.
• Tech-Savvy: Comfortable with data entry and learning systems such as ClickUp, Microsoft Teams, Outlook, calendars, maps, and internal tools.
• Responsible & Independent: Able to take ownership of tasks, follow through consistently, and work with minimal supervision without needing constant reminders.
• Experience: General work experience required; experience supporting U.S.-based customers in a complex service environment is preferred but not required.
• Location: Must be located in Colombia.

Why Join Us?

• Impact: Play a central role in helping families navigate the intake process accurately and compassionately, ensuring they receive clear guidance and their cases continue moving toward appropriate ABA therapy services.
• Culture: Join a collaborative, client-focused team that values thoughtful communication, strong judgment, accuracy, and dependable follow-through.
• Benefits:
• Enjoy preset salary growth and weekly salary payments.
• 100% work-from-home flexibility.

Work Details:

• Schedule: Mon - Fri 9:00 AM - 5:00 PM EST
• Employment Type: Full-time

How to Apply:

Click "Apply" to start your application. Come and make a difference in helping families access behavioral healthcare services!

We are an equal opportunity employer and value diversity at our company.