Tailored Management

Pending - Intake Care Senior Representative - Remote

Philadelphia, PA

Tailored Management is a global staffing firm that specializes in partnering with large organizations to provide contingent labor solutions in a VMS/MSP environment.

Apply Now

Job Description

Pending - Intake Care Senior Representative

Posted: Tuesday, 9/16/2025

*Request Details*
Status	Pending Headcount Approval - Request #36416223 – Intake Care Senior Representative
Location	100% Remote
# of Positions	2 Positions
Shift/Hours	Training Hours are 8:30am – 5:00pm CST Regular Hours (after training) – possible shifts are EITHER 9:00am – 5:30pm CST OR 10:00am – 6:30pm CST Strongly prefer candidates located in EST and CST, but will consider/interview candidates in PST
Start/End Dates	11/3/25 – 3/3/26
*Job Description*	*Qualifying Questions are attached to this e-mail as well as in the request Duties Position is 100% remote. Candidates must have reliable internet connection. Candidates can be located anywhere in the US, but must be able to accommodate the schedule and training schedule provided. Top 3 skills needed in candidates are empathy, strong technology skills and multi-tasking.** The Personal Advocate position is responsible for representing Client Behavioral Health (CBH) to all inbound callers within a call center environment and assuring caller's contact with CBH is positive. Advocates are many times the first encounter customers have with Client and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns. This position services calls in a warm and empathetic manner as many of the calls are sensitive in nature. Independent problem solving skills are critical to success within the role along with intelligent judgment of assessing the caller's needs. Based upon the call type and requests advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field and Client training to effectively address callers needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic communication the majority of the time with some web, and internal CBH materials to achieve first time resolution for callers. Responsibilities: The primary responsibility of the Advocate role is answering calls from customers including providers. The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services. Within a call an advocate may: Register participants in the intake system and opens case files Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns Provide participants with names and phone numbers of nearest providers Multi-task by maneuvering through various computer programs and screens As needed an advocate may also: Write authorizations to ensure claims are paid correctly. Provide follow-up calls to participants to ensure correct information is given Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded Send complaints to initiate grievance process for customers On all calls an advocate is responsible for: Providing high quality customer service as identified by Advocacy department quality standards Using independent problem solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution Understanding the business needs of the role, while balancing the needs of the customer Taking an educational approach to ensure callers are able to understand the complexities of accessing care Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within Client Skills Previous customer service experience or related position Superb interpersonal communication Effective listening and organizational skills Ability to manage multiple tasks, setting priorities where needed Independently problem solve, with ability to function without constant supervision A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems Ability to learn new workflows and tasks quickly Ability to work independently and be a team player Previous call center environment experience preferred Computer multi-tasking - working in numerous screens while staying engaged with customer Qualified applicants will be considered without regard to race, color, age, disability, sex (including pregnancy), childbirth or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws. Education Bachelor's degree in mental health field or psychology/social work related field required (can also include: family communications, health coaching, community/public health or other related major). NOTE: This is a non-clinical role and does not require a license Previous customer service experience or related position Previous call center environment experience preferred

Apply Now

Classet is a skilled trades network. Once you have applied, A Classet recruiter will reach out within 24 hours to learn more about your career search! Classet helps everyone from experienced crafstmen & women to eager apprentices find new opportunities. We are here to help you find the right fit for your career.