Client Services Representative

Job not on LinkedIn

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🏄 California – Remote

🏄 California – Remote

💵 $25 - $30 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📁 Client Services

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Catalight

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

📚 Education

🤝 B2B

Healthcare • Education • B2B

Catalight is a human-centered social enterprise that provides person-centered care, research, education, and technology-enabled solutions for individuals with intellectual and developmental disabilities and autism. Catalight operates a large care network (about 15,000 practitioners) delivering millions of annual service hours and leverages more than a decade of real-world clinical data to design treatment options, advanced care solutions for payers, and provider support. The organization also runs Catalight Academy (training and accredited courses), a postdoctoral training program, a foundation focused on addressing inequities, and advocacy efforts to improve access and outcomes for families and the healthcare system.

📋 Description

• Serve as the first point of contact for clients and handle the full intake process • Answer inbound calls, make outbound calls, and reply to emails • Provide families with information about services, authorizations, and billing • Handle customer requests, sort incoming tasks, and schedule appointments • Manage the end-to-end intake process from diagnostic or intake appointment through placement readiness • Schedule Diagnostic Intakes, Diagnostic Evaluations, BHT Intakes, Assessments, and Interventions • Process new referrals and contact families within required timeframes • Schedule appointments while adhering to funder guidelines, state regulations, and HIPAA protocols • Verify PHI and service authorizations • Resolve or route inbound client calls to the appropriate person or team • Obtain required documentation and address client needs through outbound calls • Document all client contact accurately in the EHR system • Provide high-level customer service while meeting productivity targets and KPIs • Use de-escalation skills and provide service recovery when needed • Escalate cases to leadership according to protocol • Manage personal work queues and process cases according to due dates • Coordinate with Clinical, Billing, Provider Relations, and Quality teams • Track client referrals, approvals, assessments, and final placements • Support coordination of referrals, authorizations, initial assessments, and placement • Follow standard operating procedures and applicable laws and regulations protecting PHI • Perform additional duties assigned by the Manager or Director

🎯 Requirements

• High School diploma required • AA or Bachelor’s degree preferred; relevant experience may be considered in lieu of a degree • Two years of experience in a customer service call/contact center • Health care industry experience is preferred • Proficient in Microsoft Office (Outlook, Word, Excel, etc.) • Experience with healthcare records management systems is preferred • Ability to multitask and manage day-to-day responsibilities without supervision • Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy • Experience working and communicating with families • Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population • Commitment to meeting deadlines and managing confidential and sensitive matters with good judgment, flexibility, patience, and discretion • Commitment to managing a remote schedule aligned with PST business hours • Must be able to communicate effectively within the work environment and read and write using the primary workplace language • Visual and auditory ability to work with clients, staff, and others continuously • Frequent speaking and listening (25–75%) • Ability to utilize a computer and cell phone (iPhone) • Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ) • Ability to obtain and maintain clearance through the Office of Inspector General • Must attend all required training

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