Chat Support Clerk

Seeking a compassionate, organized, and professional Chat Support Clerk to provide empathetic support via live chat for clients, families, and partners in a behavioral health organization.

Location: United States (Remote)

Responsibilities

• Respond promptly and professionally to inbound client and family inquiries via live chat.
• Provide accurate information about Positive Behavior Steps' programs, services, and support offerings.
• Assist clients and families with appointment scheduling, service inquiries, and program navigation.
• Process and document incoming chat requests, service orders, and client information accurately.
• Resolve client concerns and complaints with empathy, patience, and professionalism.
• Accurately log all chat interactions and maintain up-to-date client records in the CRM system.
• Coordinate with clinical, administrative, and operations teams to escalate and resolve complex client needs.
• Follow up with clients to confirm resolution and ensure overall satisfaction.
• Maintain up-to-date knowledge of Positive Behavior Steps' programs, policies, and behavioral health resources.
• Identify opportunities to improve the client experience and communicate feedback to management.
• Handle all client information with the highest level of confidentiality and in compliance with HIPAA and applicable privacy regulations.
• Meet or exceed performance targets including response time, resolution rate, and client satisfaction scores.
• Provide additional clerical and administrative support to the team as required.

Requirements

• High school diploma or equivalent required; degree or certification in healthcare, behavioral health, communications, or a related field is a plus.
• 0–2 years of experience in customer service, chat support, clerical work, or a healthcare related role.
• Excellent written communication skills with a warm, empathetic, and professional tone.
• Strong multitasking ability with the capacity to manage multiple chat conversations simultaneously.
• Proficiency with live chat platforms, CRM software, and Microsoft Office Suite.
• Excellent typing speed and accuracy with a minimum of 40–50 WPM.
• Knowledge of behavioral health, mental health, or social services is highly desirable.
• Strong problem-solving skills with a genuine passion for client satisfaction and well-being.
• Comfortable discussing behavioral health topics in a professional, sensitive, and supportive manner.
• Reliable, self-motivated, and able to work independently in a remote environment.
• Ability to handle sensitive client information with discretion and in full compliance with HIPAA standards.
• Genuine passion for making a positive impact in the behavioral health community.
• Bilingual skills are a welcome bonus.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision benefits package.
• Paid time off and company holidays.
• Flexible remote work schedule.
• Specialized training and onboarding support in behavioral health operations.
• Opportunities for career growth and advancement within the organization.
• A compassionate, inclusive, and mission-driven work environment.
• Ongoing professional development and continuing education opportunities.
• Employee wellness programs and work-life balance initiatives.