Position Title: Intake Care Senior Representative
Work Location: Remote
Assignment Duration: 5 Months
Work Schedule: Training: Monday-Friday, 8:30 AM-5:00 PM CT
Standard Shift: Monday-Friday, within 7:00 AM-7:00 PM CT
Regular Shift: 10:30 AM-7:00 PM CT
Work Arrangement: Remote Location Requirement: Candidates may be located in any U.S. time zone, provided they can commit to the required Central Time (CT) working hours.
Position Summary
The Intake Care Senior Representative is a non-clinical customer service role within an inbound call center supporting behavioral health services. Advocates handle inbound calls from members, providers, and provider office staff regarding mental health and substance use disorder services.
Background & Context
Delivers delegated Utilization Management tasks as assigned by a supervisor.
Assigns clients to the appropriate staff member or behavioral health network provider for assessment and counseling.
Serves as the initial point of contact for clients and eligible dependents requesting behavioral health services.
Provides customer service while meeting established service standards, including telephone response-time requirements.
Makes referrals within established guidelines and authorization limits.
Supports employee training and provides guidance on procedures and workflows.
Completes day-to-day Intake Care activities independently while having access to more experienced team members for guidance.
Plans ahead and anticipates customer needs and potential issues.
Resolves non-routine issues escalated by junior team members.
Key Responsibilities & Qualifications
Customer service experience required.
Prior experience working in a patient-focused mental health environment preferred.
Excellent interpersonal and communication skills.
Strong listening, organizational, and multitasking skills.
Ability to quickly learn and effectively use multiple proprietary systems.
Strong independent problem-solving skills.
Ability to work effectively in a virtual/remote team environment.
Strong time-management skills.
Effective typing skills and strong PC proficiency.
Education Requirement - MUST HAVE
Due to the complexity of assessing members for risk of harm and substance use concerns, a Bachelor's degree is REQUIRED in a mental health, behavioral health, psychology, social work, or closely related field. Acceptable/related majors may include:
Key Must-Haves
Bachelor's degree in a mental health/behavioral health-related field
Customer service experience
Strong verbal and written communication skills
Strong PC/typing skills
Ability to work remotely
Ability to work 10:30 AM-7:00 PM CT
Ability to support behavioral health / mental health and substance use disorder callers
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Spectraforce Technologies
Aug 14, 2026