What are the responsibilities and job description for the Customer Service Rep-Lead-64512202 position at ICL?
Minimum Qualifications
Education: High school diploma or equivalent required.
Experience: Experience in customer service, healthcare administration, medical office support, or a related field preferred. Must be able to type a minimum of 35 words per minute and operate a personal computer.
Certifications/Licenses: No licensure required. Knowledge of Medicaid, Medicare, and third-party insurance requirements required. Spanish bilingual skills preferred.
Work Eligibility: Must be authorized to work in the U.S.
Work Location Requirement: 2581 Atlantic Ave, Brooklyn, NY
Compensation
Hourly Rate: $24.7596
What We Offer
We provide competitive benefits, including:
- Comprehensive Health Benefits: Medical (HSA), Dental and Vision plans
- 403(b) Retirement Savings Plan with employer match
- Generous Paid Time Off: Vacation, Personal, Sick, Mental Health Days and 12 paid holidays
- Employee Wellness Programs: Employee Assistance Program and mental health resources
- Learning & Development Opportunities: Educational Leave and Tuition Assistance, Training and Career Development Tracks
- Additional Perks: Commuter Benefits, recognition programs, discount programs, flexible spending plans, voluntary benefits including pet insurance, identity theft insurance, legal plans, and voluntary ancillary benefits.
About the Role
The Customer Service Representative is the first point of contact for clients and visitors and plays a vital role in ensuring exceptional customer service, program quality, and operational efficiency. This position supports clinical and administrative functions by managing appointments, referrals, insurance verification, client records, and front desk operations. The Customer Service Representative works closely with clinicians and program staff to provide a welcoming experience while ensuring compliance with agency and regulatory standards.
Primary Responsibilities
- Answer, screen, and route incoming telephone calls appropriately.
- Greet clients and notify clinicians of client arrivals.
- Manage and process incoming referrals for Integrated Services programs, including CCBHC, HPC, CFTSS, and HRC/SUD.
- Verify insurance coverage and assist with prior authorization processes.
- Collect client copayments and distribute MetroCards, when applicable.
- Schedule and confirm appointments for behavioral health and integrated care services.
- Coordinate follow-up psychiatric, therapy, and treatment appointments.
- Assist clinicians with collecting, organizing, and uploading required client documentation.
- Maintain and organize client charts and records.
- Prepare, file, fax, copy, and distribute administrative and clinical documents.
- Provide requested documentation to authorized parties.
- Verify daily billing encounters against scheduled appointments.
- Participate in team meetings and support clinic operations.
- Track missed appointments and conduct outreach to clients who no-show.
- Monitor and track billable service encounters.
- Escort clients to telehealth offices and ensure successful connection with providers.
- Maintain clinician schedules within electronic systems and daily calendars.
- Ensure all assigned work is completed accurately and within required timeframes.
- Perform other related duties as assigned.