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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills and the ability to build trust with clients while managing multiple intake tasks and maintaining accurate records. Exhibits professionalism and discretion in handling sensitive health information and collaborating with healthcare teams to enhance client experiences.
Highest-signal resume keywords
Customer Service SkillsHealthcare ExperienceElectronic Health RecordsOrganizational SkillsCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client EngagementIntake CoordinationAppointment SchedulingInsurance Information ManagementDocumentation Accuracy
Soft Skills
EmpathyPatienceProfessionalismActive ListeningTrust Building
Tools & Technologies
Scheduling SystemsPhone SystemsDigital Tools
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Behavioral HealthOutpatient ServicesClient ExperienceConfidentialityRegulatory Requirements
About the role
Key responsibilities & impact- Serve as the first person patients connect with when seeking care at Headlight Health
- Help patients feel welcomed, heard, and supported as they begin their care journey
- Facilitate access to care and provide peer-informed support within the scope of training
- Follow established escalation protocols; do not diagnose, independently assess clinical acuity, provide treatment recommendations, deliver psychotherapy, or replace licensed clinical professionals' judgment
- Provide clear, compassionate guidance about Headlight Health’s services
- Respond to patient questions and confirm service eligibility
- Coordinate appropriate clinician matching
- Follow up and re-engage people who have not started care
- Respond to new opportunities within five minutes
- Build supportive relationships with direct and referred prospective clients
- Schedule appointments and collect intake paperwork, insurance information, and payment methods
- Maintain accurate client, interaction, outreach, and appointment records
- Partner with clinicians, operations, and other teams to remove barriers and improve client experience
- Follow organizational policies, procedures, and legal and regulatory requirements
- Meet performance expectations of 100–125 daily calls, texts, and emails; 40 new intakes scheduled weekly; 30 new intakes kept weekly with a 75% kept rate
Requirements
What you’ll need- High School Diploma, GED or equivalent required
- Associate degree, or some college coursework, preferred
- One (1) year experience in customer service call center environment or similar client-facing role, required
- Experience in healthcare, behavioral health or client engagement, preferred
- Strong customer service skills with the ability to build trust and rapport with prospective clients
- Excellent verbal and written communication skills, including active listening and clear explanation of services
- Exhibits sound judgment, knowing when to proceed, escalate, clarify or involve other team members, as needed
- Strong organizational skills with the ability to manage multiple intake tasks, appointments, and follow-ups
- High attention to detail when entering client information, insurance details, payment information, and documentation
- Ability to maintain confidentiality and handle sensitive health information with professionalism and discretion
- Basic understanding of healthcare, behavioral health, or outpatient service workflows
- Experience using electronic health records, scheduling systems, phone systems, and other digital tools
- Ability to work collaboratively with clinicians, operations teams, and other departments to support a positive client experience
- Demonstrated empathy, patience, and professionalism when assisting individuals seeking mental health services
Benefits
Comp & perks- W2 role with an additional incentive-based pay structure
- Medical, Dental and Vision on the first of the month after employment (based on FT hours)
- Paid Vacation, Sick, and Holiday time
- Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges.
- 401(k) plan with company contribution
- Hybrid work schedule
- Opportunity to work in a cutting-edge healthcare technology environment
- Professional development opportunities and training
- Collaborative and supportive work culture
- Impactful role contributing to the enhancement of patient care and healthcare processes