Customer Service Rep-Lead-64512202

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.