We are seeking a dedicated and customer-focused Behavioral Healthcare Customer Support Specialist to join our team. In this role, you will provide exceptional support to members, patients, and healthcare providers by assisting with inquiries related to behavioral health services, insurance benefits, appointments, and care coordination. You will play a key role in delivering accurate information while ensuring a positive and compassionate customer experience.
Key Responsibilities
- Respond to inbound and outbound customer calls in a professional and timely manner.
- Assist members, patients, and providers with behavioral healthcare-related inquiries.
- Verify insurance eligibility, benefits, and coverage information.
- Provide information regarding behavioral health services, claims, referrals, and authorizations.
- Coordinate appointments and assist with care navigation when needed.
- Accurately document all customer interactions in the system.
- Resolve customer concerns by identifying appropriate solutions and escalating complex issues when necessary.
- Protect confidential patient information and comply with HIPAA and company policies.
- Meet established quality, productivity, and performance metrics.
Qualifications
- College graduates are welcome to apply (No BPO experience required).
- College undergraduates must have at least 6 months of BPO or customer service experience.
- Excellent verbal and written English communication skills.
- Strong customer service, problem-solving, and active listening skills.
- Basic computer proficiency and ability to navigate multiple systems.
- Willing to work onsite and on a shifting schedule, including weekends and holidays if required.
- Healthcare, insurance, or customer service experience is an advantage but not required.
What We Offer
- Competitive salary package
- Paid training and comprehensive onboarding
- HMO and other employee benefits
- Performance incentives
- Career advancement opportunities
- Supportive and collaborative work environment
- Continuous learning and professional development
