Customer Service Representative — Lead

Job overview

The Customer Service Representative — Lead role is onsite in New York, NY, at the stated work location on Atlantic Avenue in Brooklyn. Compensation is $24.76 per hour. The role supports clinical and administrative functions at the Institute for Community Living. As a first point of contact for clients and visitors, the representative helps maintain a welcoming, organized, and compliant service experience. The role coordinates appointments, referrals, insurance verification, records, and front-desk operations in collaboration with clinicians and program staff.

What you'll do

• Answer, screen, and route calls
• greet clients and notify clinicians of arrivals
• process referrals for Integrated Services programs
• verify insurance and assist with prior authorizations
• collect copayments and distribute MetroCards when applicable
• schedule and confirm appointments
• organize client documentation and records
• prepare and distribute documents
• verify billing encounters
• track missed appointments and conduct outreach
• support telehealth connections
• maintain clinician schedules.

What we're looking for

Skills & competencies

customer service representative

lead

new york ny

institute for community living

behavioral health

integrated care

client services

appointment scheduling

referral processing

insurance verification

medicaid

medicare

$24.76/hour

403(b) match

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision plans
• 403(b) with employer match
• paid vacation, personal and sick time, mental health days, and 12 paid holidays
• employee assistance and mental health resources
• educational leave, tuition assistance, training, and career development.

Why this role

Requires a high school diploma or equivalent, typing at least 35 words per minute, computer skills, and knowledge of Medicaid, Medicare, and third-party insurance requirements. Spanish bilingual skills and related customer service or healthcare administration experience are preferred; no licensure is required.

About the employer

Institute for Comm Living is hiring for this role. Industry: Other Individual and Family Services. Sector: 62.