Job Description

Job Description

Job Description

JOB SUMMARY:

The ICL Hope Center serves as the virtual front door for ICL’s comprehensive array of housing, behavioral health, and care coordination services. The Customer Service Representative will be responsible for answering phone calls, providing information about ICL services and community resources, verifying insurance information, and scheduling appointments.

ESSENTIAL JOB FUNCTIONS:

• Function as an integral ICL Hope Center team member, engaging in close coordination and communication with ICL Hope Center staff, administrative departments, and ICL behavioral health, housing and care coordination programs.
• Answer and appropriately route calls placed to ICL’s information and referral hotline.
• Answer general information questions and/or route calls to the appropriate person.
• Screen for needs and eligibility and match to appropriate ICL services.
• Respond to internal referrals, referrals from external providers, and people seeking services received by email, fax, phone, and through referral management platforms.
• Create profiles in electronic health record and/or referral management system.
• Verify insurance coverage via phone and/or through insurance plan portals.
• Schedule appointments for behavioral health services
• Act as an ICL whole health ambassador, including demonstrating commitment to equity and reducing health disparities.
• Ability to communicate with people from different backgrounds.
• Assist team members by doing data entry and complete follow ups if needed.
• Participate in outreach initiatives to promote services and engage potential clients.
• Assist in creating/updating resource guide and/or FAQ.
• May be assigned other tasks and activities related to job responsibilities.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES:

• Committed to equity, diversity, inclusion and belonging, and active promotion of the ICL values and goals.
• Highly organized and detail-oriented
• Excellent written and verbal communication skills
• Excellent customer service skills
• Knowledge and applied understanding of confidentiality.
• Knowledge of various types of community behavioral health programs
• Ability to communicate with people from different backgrounds.
• Proficient typing skill
• Ability to prioritize and follow through on multiple tasks simultaneously.
• Ability to work with staff, participants and other stakeholders in an effective, professional and respectful manner.
• Ability to effectively communicate and interact with clients; staff; colleagues; public; and other agencies and their staff.

QUALIFICATIONS AND EXPERIENCE:

• Education: Associate degree (or higher) in Human services or Administration, at least one year of clerical experience. Excellent written and verbal communication skills.
• Spanish Bilingual preferred.

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