Customer Service Representative Job – Indianapolis, IN

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Why You'll Love This Job

Hopebridge was founded in 2005 to serve the growing need for autism treatment services and to improve the lives of affected children and families. We are one of the nation's largest autism therapy providers in the United States, providing one-on-one, personalized therapy for children and their families touched by behavioral, physical, social, communication and sensory challenges. We are headquarted in Indianapolis, Indiana and provide compassionate care in the following states: Alabama, Arizona, Florida, Georgia, Indiana, Kentucky, North Carolina, Oklahoma, Ohio and Tennessee.

This position is customer service focused and requires excellent communication skills as well as empathy and emotional intelligence. As a Customer Service Representative, you are responsible for developing a strong rapport with patients and facilitating effective first call resolutions for patients, payors, and/or providers regarding the onboarding process.    

Responsibilities

Essential Functions  
  • Serve as first point of contact for families, caregivers, and medical professionals seeking information about ABA, or other services offered. 
  • Execute outbound phone calls to patient families to confirm appointment dates and times 
  • Able to facilitate effective and efficient resolutions to patient questions regarding the onboarding experience, including, but not limited to therapy, scheduling, and timelines 
  • Promptly and professionally respond to incoming and outbound telephone calls and emails from patients and referral sources. 
  • Clearly articulate Hopebridge value proposition and help guide potential clients to become a patient 
  • Enter information and log calls accurately and timely 
  • Monitor all tasks using workflow software and meet the deadlines associated with tasks 
  • Completes all assigned mandatory training modules. 
  • Follows all state and federal laws, including HIPAA.  
  • Maintain a clear criminal record. 

Skills & Qualifications

Competencies 
  • Problem Solving/Analysis 
  • Communication Proficiency 
  • Excellent Listening skills 
  • Personal Effectiveness/Credibility 
  • Strong Etiquette skills. 
  • Strong Collaborative skills. 
Required Education and Experience
  • Minimum 2 years’ experience in ABA therapy or closely related field (e.g., clinic coordination, case management) with direct exposure to families of individuals with Autism. 
  • Strong knowledge of ABA concepts, therapy structures (one on one, small group, home-based), and terminology. 
  • Proficiency with EMR systems, scheduling software, and standard office software (Microsoft 365) 
Preferred Education and Experience 
  • Certification or coursework in ABA (e.g,. RBT, ABA Therapist) 
  • Experience working in ABA clinic, school-based program, or home-based service setting. 
  • Familiarity with insurance processes, authorizations, and terminology related to therapy services. 
  • Bilingual abilities are a plus. 
  • Prior call center systems and experience  
Location 
  • Hopebridge Headquarters: 9365 Counselors Row, Suite 200, Indianapolis, IN 46240
Your Pay and Benefits
  • Starting rate of $19.00 per hour 
  • Monday through Friday schedule
  • 19 days of PTO (11 days of paid time off, 7 paid holidays, 1 paid flex holiday) 
  • Health, vision, and dental insurance  
  • Short and long-term disability insurance  
  • 401K retirement options with company match  
 
Hopebridge is proud to be an Equal Employment Opportunity and affirmative action employer. We want applicants of diverse backgrounds and hire without regard to race, color, gender, religion, national origin, ancestry, citizenship, disability, age, sexual orientation, or any other characteristic protected by law. 
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Job Number: 175314

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