JOB TITLE: Intake Care Senior Representative
NUMBER OF POSITIONS: 2
LOCATION: 100% Remote (Work From Home)
START DATE: 07/06/2026
EST. END DATE: 12/04/2026
HOURS/WEEK: 40 hrs | 8 hrs/day | 5 days/week WORK SCHEDULE
Training: Monday Friday, 8:30 AM 5:00 PM CST
Post-Training: Shift assigned within 9:00 AM 8:00 PM EST, Monday Friday
Core Hours: 10:30 AM 7:00 PM CST
Preferred Time Zones: CST, MST, PST
Internet: Reliable high-speed internet connection REQUIRED
POSITION OVERVIEWThe Intake Care Senior Representative (Behavioral Advocate) is a non-clinical, inbound customer service role supporting a Behavioral Health program. This is a full-time, work-from-home position. Advocates handle inbound calls from members and providers regarding mental health and substance use disorder (SUD) services, guiding them through plan processes and ensuring first call resolution.Call types include member triage and risk of harm assessment, provider referrals, benefits and eligibility inquiries, authorizations, and complaint submissions. Due to the sensitive and emotionally complex nature of behavioral health calls, this role requires empathy, discretion, and a strong command of multiple proprietary systems simultaneously. TOP 3 NON-NEGOTIABLE SKILLS
1.> Empathy & Active Listening Ability to triage and assess members for risk of harm and substance use concerns
2.= Strong Technology Skills Intuitive technical capabilities to quickly learn and navigate multiple proprietary systems simultaneously
3.= Multitasking & Organization Ability to manage multiple tasks, applications, and call types concurrently
KEY RESPONSIBILITIES
Answer high-volume inbound calls from members and providers in a structured queue environment
Use active listening and empathy to triage members and assess for risk of harm or substance use concerns
Coordinate with matrix partners and facilitate warm handoffs to clinical partners when needed
Communicate eligibility, generate provider referral lists, quote benefits, and advise on authorization requirements
Write authorizations to ensure accurate claims processing
Make outbound follow-up calls when issues require additional resolution
Send resources to members and providers via email
Submit complaints on behalf of members or providers
Independently problem-solve to ensure accurate information and exceptional customer experience
Maintain compliance and professionalism in all interactions involving sensitive mental health topics
REQUIRED SKILLS & QUALIFICATIONS
Customer service experience (call center environment preferred)
Superb interpersonal and written/verbal communication skills
Effective listening and organizational skills
Independent problem-solving ability
Strong time management and multitasking capabilities
Proficient typing and PC skills
Ability to quickly learn and navigate multiple proprietary/internal systems
Experience in a virtual/remote team environment
Professional and positive image with external customers
Preferred:
Prior experience in a patient-focused mental health or behavioral health environment
EDUCATION REQUIREMENTSOne of the following is required:
Bachelor's degree in a mental health-related field (psychology, social work, family communications, health coaching, community/public health, or related major)
OR Bachelor's degree in an unrelated field plus 2+ years of experience in the behavioral health field
LANGUAGE REQUIREMENTS
English: Read | Write | Speak
WORK ENVIRONMENT NOTES
100% remote dedicated quiet workspace required
Reliable high-speed internet is mandatory
Initial training focuses on member calls (triage, referrals, benefits, eligibility)
Provider call training begins once member call proficiency is established