Customer Service Representative - English C1, Remote

IMPORTANT (Read before applying):

- Advanced English (C1+) required, with daily communication with families, caregivers, medical offices, and care managers
- Previous customer service or administrative experience is preferred
- Must be comfortable handling calls, collecting information, following up on documentation, and managing multiple cases
- Must be available to work EST hours (Monday–Friday 9:00 AM–5:00 PM EST)

Customer Service Representative / Intake Coordinator

Join a fast-growing behavioral healthcare organization supporting families across North Carolina as they begin the process of accessing ABA therapy services.

In this role, you'll serve as a key first point of contact for families, medical offices, care managers, and other referral sources. You'll help collect required information and documentation, manage follow-ups, and coordinate with internal teams to keep each intake moving accurately and efficiently.

What You'll Do:

- Answer incoming intake calls from families, caregivers, medical offices, care managers, and other referral sources
- Collect and document information including diagnosis, location, service setting, insurance, age, contact information, and other required details
- Explain the intake process clearly and professionally to families and referral sources
- Review cases and identify missing evaluations, insurance information, intake forms, referrals, guardianship documents, or other required documentation
- Follow up with families, providers, and referral sources until required documentation is received
- Maintain accurate intake records, call notes, follow-up history, and case information
- Prioritize outstanding items in ClickUp based on clinic availability and business needs
- Coordinate with clinics and internal teams regarding availability, tours, evaluations, exceptions, and information that needs to be verified
- Follow clinic-specific intake requirements, including service areas, age limits, minimum hours, school restrictions, availability, and waitlists
- Verify exceptions or unclear information with the appropriate internal team rather than making assumptions
- Confirm legal guardianship and required authorization when working with third parties before documents are signed or protected information is shared
- Relay information provided by the insurance team without independently interpreting complex insurance coverage questions
- Keep each case organized and moving forward through consistent follow-up and accurate documentation
- Protect confidential information and follow established guidelines when handling patient and family information

Who You'll Work With:

Work closely with families, caregivers, medical offices, care managers, clinic office managers, supervisors, the insurance team, and other internal staff.

You will serve as a central communication link between families and the internal healthcare team to help keep each intake process organized and moving forward.

Who We're Looking For:

- Strong written and verbal communication skills in English
- Professional, patient, and confident on the phone
- Previous customer service or administrative experience is preferred, but not required
- Highly detail-oriented and able to identify missing or incorrect information
- Organized and able to manage multiple families, documents, follow-ups, and deadlines
- Comfortable working independently and taking ownership of assigned tasks
- Strong judgment and knows when to ask questions, verify information, or escalate an issue rather than guessing
- Comfortable handling sensitive information and following privacy and guardianship requirements
- Tech-savvy and comfortable learning systems such as ClickUp, Microsoft Teams, Outlook, calendars, maps, and internal tools
- Reliable and able to follow through consistently without constant supervision
- General work experience required; experience supporting U.S.-based customers in a complex service environment is preferred but not required

Location:

Must be based in Colombia.

Experience: Customer service or administrative experience is preferred, but not required.

Impact: Play a central role in helping families navigate the intake process accurately and compassionately while ensuring documentation, communication, and follow-ups are handled correctly.

Culture: Join a collaborative, client-focused team that values thoughtful communication, strong judgment, accuracy, accountability, and dependable follow-through.

Benefits:

- Preset salary growth + weekly payments
- 100% remote role

Work Details:

Schedule:

- Monday–Friday 9:00 AM–5:00 PM EST
- Full-time position

To Apply:

- Please submit your application in English.
- Only candidates who meet the English requirement will be considered.
- Once you click apply, we will send you a WhatsApp message with the next steps.-Requerimientos- Educación mínima: Educación Básica Secundaria
1 año de experiencia
Idiomas: Inglés
Palabras clave: servicio, service, demostrador, feriante, viajante, agent, representative, agente, representante, casa, remoto, remote, teletrabajo, home