{"id":3848194,"url":"https://alion.io/job/catalight-client-services-representative","title":"Client Services Representative","company":{"id":4417430,"name":"Catalight","domain":"catalight.org","url":"https://alion.io/company/catalight-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PST","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T16:42:06Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"The Client Services Representative serves as the first point of contact for our customers (“clients”). In this role, you will handle the full intake process. This includes answering inbound calls, making outbound calls to new and existing families, and replying to emails. You will give families information about our services, authorizations, and the billing process. You will also handle customer requests, sort incoming tasks, and schedule appointments. Your goal is to meet team deadlines and provide excellent customer service while ensuring that service level agreements are met, proper documentation is completed, and any required follow up is completed.While the Catalight Care Services headquarters are in Walnut Creek, California, this position is 100% remote and expected to work during business hours, approximately 8:00 a.m. to 5:00 p.m., Monday - Friday, aligned with the Pacific time zone.\nEssential Job Functions\nResponsible for the end-to-end intake process from diagnostic appointment or intake appointment through placement readiness, ensuring all service level agreements, documentation, and follow-ups are completed accurately and on time\nSchedule multiple appointment types, including Diagnostic Intakes, Diagnostic Evaluations, BHT Intakes, Assessments, and Interventions.\nProcess new referrals, contact families within required timeframes and schedule appointments while adhering to funder guidelines and state regulations, following HIPAA protocols, and verifying PHI and authorizations for services.\nReceive inbound phone calls from current and potential clients, taking appropriate action to resolve each call or routing call to the appropriate person/team.\nPlace outbound calls to schedule and follow up on appointments, obtain required documentation, and address other client needs.\nEnsure that all contact with clients is documented in the EHR system accurately and following outlined company standards. \nEnsure high level of customer service while maximizing productivity and meeting key performance indicators.\nUtilize de-escalation skills and provide service recovery as needed with client families to ensure a positive client experience.\nFollow appropriate protocols if cases require escalation to leadership\nProcess cases and manage personal work queues to ensure timely progression of cases and adherence to due dates.\nCoordinate with Clinical, Billing, Provider Relations, and Quality teams to move cases efficiently through the intake pipeline.\nAssist with tracking client referrals, approvals, assessments, and final placements.\nPerform various other tasks that support the coordination of client referrals, authorizations, initial assessments, and placement.\nFollow all current standard operating procedures.\nAdhere to all federal, state and local law and regulations while following protocols to protect client health information (PHI).\nAdditional job duties as assigned by Manager or Director\nQualifications\nMinimum Education, Experience & Training Equivalent to:\nHigh School diploma required. AA or Bachelor’s degree preferred; relevant experience may be considered in lieu of a degree.\nTwo years of experience in a customer service call/contact center.\nHealth care industry experience is preferred.\nProficient in Microsoft Office (Outlook, Word, Excel, etc.),\nExperience with healthcare records management systems is preferred.\nKnowledge, Skills & Abilities (organized by our company values):\nCommunity Centered:\nAppreciates and demonstrates collaboration across teams.\nServes as a role model, bringing our core values to life in your work.\nWork in an exciting, fast paced high energy environment while effectively multitasking and managing day-to-day responsibilities without supervision.\nPersonable; able to work comfortably with individuals at all levels within the organization.\nExcellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.\nEquity informed:\nKnowledge of multiple historically excluded groups with knowledge in I/DD (intellectual and developmental disability) communities.\nApproaches work with a growth mindset, welcome feedback, and understand that humans all have biases and are imperfect as a baseline.\nExperience working and communicating with families.\nSensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.\nBold:\nNavigates ambiguity with an excitement for problem solving.\nCommitment to meet agreed upon deadlines on time or ahead of schedule.\nTransparent on action, pursuits, and outcomes.\nA commitment to the values of the organization while demonstrating good judgment, flexibility, patience and discretion when dealing with confidential and sensitive matters.\nWellbeing driven:\nWillingness and commitment to self-reflection and re-thinking. \nAbility to understand your physical, mental, social, and financial wellbeing needs with a willingness to co-create boundaries that allow you to sustainably show up and honor your humanity.\nCapacity to contribute to and help cultivate effective + sustainable wellbeing driven spaces.\nCommitment to managing a remote schedule that aligns with PST business hours, ensuring your availability supports a healthy team rhythm and effective cross-functional partnership.\nRequests:\nMust be able to communicate effectively within the work environment, read and write using the primary language with the workplace.\nVisual and auditory ability to work with clients, staff, and others in the workplace continuously.\nFrequent speaking and listening (25-75%) to clients, staff, and others in the workplace.\nAbility to utilize computer, cell phone (iPhone).\nFrequent sitting.\nConditions of Employment\nAbility to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.\nAbility to obtain and maintain clearance through the Office of Inspector General.\nMust attend all required training.\n Time Type:\nFull timeCompensation:\n$25.00 - $30.00 HourlyThe statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.\nCatalight is an equal opportunity employer.","description_format":"text","description_chars":6528,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Home Care Services","Disability Support Services"],"lifecycle":[{"event":"open","at":"2026-11-06T01:37:23Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":27,"reasons":["conf:4","win:early","comp:junior"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/catalight-client-services-representative","json_url":"https://alion.io/job/catalight-client-services-representative.json","meta":{"generated_at":"2026-11-07T01:13:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3042,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4417430},"rest":"https://alion.io/mcp/rest/get_company?id=4417430"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcatalight-client-services-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcatalight-client-services-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcatalight-client-services-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/catalight-client-services-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcatalight-client-services-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3848194}},{"tool":"search_jobs","arguments":{"company":"catalight.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3848194},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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