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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 intake processes and coordinating care. Proficient in using electronic health records and scheduling systems to enhance client experience and ensure accurate documentation.
Highest-signal resume keywords
Customer Service SkillsElectronic Health Records ExperienceAppointment SchedulingClient EngagementOrganizational 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
Intake CoordinationDocumentation AccuracyInsurance Information ManagementClient Follow-UpCare Transfer Coordination
Soft Skills
Active ListeningEmpathyProfessionalismPatienceJudgment
Tools & Technologies
Scheduling SystemsPhone SystemsDigital Tools
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
HealthcareBehavioral HealthClient EngagementOutpatient Services
About the role
Key responsibilities & impact- Serve as the first person patients connect with when seeking care, helping them feel welcomed, heard, and supported
- Facilitate access to care and provide peer-informed support within the scope of training while following escalation protocols
- Provide guidance about Headlight Health’s services, respond to patient questions, confirm service eligibility, and coordinate clinician matching
- Schedule appointments, gather accurate information, and determine appropriate next steps
- Follow up and re-engage people who have not yet started care; make first outreach within five minutes
- Own onboarding from first contact through the first kept clinical appointment, including intake paperwork, insurance information, and payment method collection
- Manage waitlists and scheduling for new clinicians’ clients during clinician onboarding
- Coordinate transfers of care and internal referrals to additional Headlight services
- Accurately document client information, interactions, outreach activity, and appointment records
- Partner with clinicians, operations, and other teams to remove barriers and improve client experience
- Mentor and provide shadowing, coaching, and resources for new Care Access Specialists
- Assist with testing and providing feedback on new initiatives, workflows, and tools
- Meet performance expectations including 500 activities per day, 50 new intakes/transfers per week, and 42 kept new intakes/transfers per week
Requirements
What you’ll need- High School Diploma, GED or equivalent required
- Associate degree, or some college coursework, preferred
- 1-2 years 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 competitive hourly rate and 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
- 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