Customer Care Specialist

Job Number: 21-1036-5522 

Job Summary: The Integral Care Call Center is the first contact and representation of Integral Care by phone to the public, consumers and providers. Calls coming into Integral Care's main phone numbers as well as calls from contract partners are answered by Call Center staff. The customer care specialist will provide information about Integral Care services, provide community referrals, schedule and cancel appointments, and link callers with the appropriate service providers. They will also complete safety assessments for individuals being scheduled for an intake. These duties are completed with a focus on customer care, wherein staff will find ways to best meet the needs of clients. This position works closely with a multitude of community partners, including but not limited to APD, TCSO, medical facilities, and schools. These job duties are performed under the supervision of an Licensed Therapist.

Regular, predictable attendance is considered to be an essential requirement for this position. Other duties may be assigned. May require a flexible work schedule. 

Knowledge, Skills and Abilities

  • Knowledge of mental health, mental disabilities, and substance abuse services.
  • Knowledge and acceptance of persons with mental illness, mental retardation, substance abuse, and other disabilities.
  • Knowledge of managed care organization and operation.
  • Skill in using personal computers and multi-line telephones.
  • Skill in using various computer software, including database & word processing applications.
  • Ability to deal effectively and professionally with the public and to maintain working relationships with supervisors, co-workers and other center employees.
  • Ability to assess a variety of human service needs and to make appointments and /or referrals to appropriate services.
  • Ability to perform duties with minimal supervision and to adapt to changes in the work environment.
  • Ability to speak, understand, read and write English.
  • Ability to establish and maintain an effective working relationship with authorization entities.

Education:

Required:

  • High School education required with background experience in call center operations.

Preferred: 

  • Graduated from an accredited college or university with a Bachelor's degree with a major specialization in Human/Behavioral/Social Services or related field. 

License:

Required:

  • Current and valid driver's license and a clean driving record.

Experience:

Preferred:

  • Bilingual fluency in Spanish.

Hours: Full-time; Monday-Friday from 8:00 AM - 5:00 PM. 

Salary: $16.27 an hour.

Sign-on incentive: Integral Care looking to grow our teams with talented and caring people just like you. Currently, we are offering a $2,000 sign-on incentive for all newly hired employees! All newly hired employees will receive $1,000 on their first paycheck and $1,000 on the paycheck following their six-month anniversary. 

Why join us: Integral Care has proudly served Travis County residents for the past 50 years. As the largest provider of behavioral health services in Travis County, we are dedicated to improving the lives of adults and children living with mental illness, substance use disorder and intellectual and developmental disabilities. 

By joining our team, you will find rewarding work every day alongside people who have as much compassion as you. Join us and together we can help improve the quality of life for the people we serve. Imagine your career at Integral Care!

Employee Benefits: 

  • Medical, Dental and Vision insurance

  • Generous vacation/holiday/sick leave 

  • Life and Short-term/Long-term Disability Insurance

  • Employee Assistance Program (EAP)

  • 403(b) retirement account

  • 401(a) employer contribution retirement account

  • Gold's gym membership discount

  • Mileage reimbursement

Integral Care strives to maintain a diverse workforce. We encourage all to apply, including those who have knowledge and/or experience working with underserved populations, including Asian and Pacific Islander, Black/African American, Hispanic/Latino, and LGBTQA communities.

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, veteran status, sex or age.

For specific positions, additional compensation may be available to those who are bilingual in both English and one of the following languages:  Spanish, Chinese, Vietnamese, Korean, or Burmese. (PM16)