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West Covina

    Customer Service Associate - West Covina, United States - Intercare Therapy

    Intercare Therapy
    Intercare Therapy West Covina, United States

    4 weeks ago

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    Description

    **Customer Service Associate**

    West Covina, CA / Administrative Client Services / Full-time Intercare Therapy, Inc. (ICT) provides evidence-based behavior services that support individuals with autism and related disorders and their families. Our mission is to increase independence and improve the quality of life of our client families. As an organization, we strive to be:

    The employer of choice for all staff, by providing a long-term career opportunity, supportive and collaborative organizational culture, and fulfilling individualized professional experience and development, and The preferred service provider to our clients, families and funding sources, providing high quality clinical care and high?touch customer service.

    The Customer Service Associate helps ensure that clients have an engaging experience working with Intercare The Customer Service Associate is responsible for quickly and effectively resolving customer service questions and smoothly managing schedule changes. The Customer Service Associate builds a trusted relationship with staff and client families by serving as the primary point of contact for both staff and families. They provide prompt, compassionate care to support schedule changes, both planned and unexpected, and ensure we can provide 100% of their authorized therapy hours whenever possible. The Customer Service Associate reports to the Client Experience Manager.

    ***This position requires the candidate be fully vaccinated for COVID-19 pursuant to the California Department of Health guidelines or vaccination requirements set forth by Intercare funding sources.*** **Primary responsibilities**

    + Provides courteous, positive, and professional interactions over phone, email, and text with customers (client families and staff) to help manage their schedules, answer questions, and address issues with timeliness and accuracy

    + Responds to client and staff session rescheduling requests, ensuring the scheduling of makeup sessions and/or alternate coverage

    + Responds quickly to resolve customer service issues and routes outstanding issues to appropriate team (e.g., benefits, billing, IT)

    + Creates Zoom appointments for telehealth sessions

    + Reviews clinician appointment billing data to perform regular quality checks

    + Confirms staff schedules meet labor law requirements (breaks, lunches)

    + Reoccurs client and staff monthly schedules and tries to maximize client authorized hours

    + Adds drive time and administrative appointments as needed to staff schedules

    **Required skills and experience**

    + Minimum of two (2) years customer service experience and two (2) years administrative support experience

    + Excellent written and verbal communication skills with a warm and professional phone manner

    + Problem-solving skills and commitment to getting the right results for client families, each time

    + Demonstrated attention to detail and ability to execute on a defined process

    + Strong track record of building relationships

    + Ability to collaborate to deliver an excellent client experience as part of a team

    + Ability to learn and adapt to new technology platforms

    + Dedication to providing great customer service

    + Passion for helping families access autism therapy services

    + Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint)

    + Bilingual Spanish skills preferred

    **If you have a BCBA and have experience in any of the following fields, we encourage you to apply:** Behavior Analyst, Autism, Social Learning, Social Skills, Developmental Condition, Psychology, Sociology, Social Services, Children, ABA

    Intercare Therapy will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

    Intercare Therapy supports a diverse workforce and is an Equal Opportunity Employer.

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