Customer Service Representative

Job title : Customer Service Rep

Work Location : Remote (need to be go onsite when needed)

Duration: 6+ months (C2H)

Work Hours : 8:30 AM – 5:00 PM EST, Monday – Friday

Job Overview:

The Customer Service Rep responds to incoming calls and emails from applicants, their families, and the medical community, serving as their first point of contact with the application process .

Job Responsibilities:

• Responds to incoming calls and emails from applicants, their families, and the medical community, serving as their first point of contact with the application process
• Provides general information about the waiver program, answers general questions, and documents complaints
• Conducts high-level waiver eligibility screenings using screening instruments, and assists callers with identifying the most appropriate waiver program
• Informs callers of their right to apply in the event screening results indicate unlikely eligibility
• Schedules initial intake visits at times convenient to applicants, providing referrals to Enrollment Brokers
• Identifies and handles priority requests as appropriate
• Inputs basic applicant information, screening results, and scheduled appointments into MAXeb.
• Reviews any previously documented contact with applicants
• Maintains up-to-date knowledge of all waiver program information, policies and procedures
• Remains courteous, helpful, and sensitive to applicant needs at all times
• Remains unbiased and maintains consumer confidentiality
• Respects families and other caregivers in their efforts in the planning, management, and delivery of services, and works to sustain consumer direction
• Raises issues of concern and/or problems to the attention of the Central Operations Manager
• Conducts research and follow-up for problematic cases as needed
• Performs other duties as assigned by management

Qualification Required:

• High school diploma or equivalent.
• understanding of and sensitivity to the needs of individuals with disabilities.
• effective communication skills.
• ability to follow directions.
• ability to interact courteously and effectively with culturally diverse populations.
• strong organizational, written, and verbal communication skills; ability to handle pressure and perform multiple tasks.
• Preferred qualifications include three years of human services and/or customer service experience, knowledge and understanding of Pennsylvania Home and Community-Based waiver services (HCBS), familiarity with medical terminology, and bilingual capabilities.
• Employment is contingent upon successful completion of orientation and customer service training, successful clearance of criminal and child abuse background checks, and an absence of affiliations with Office of Long-Term Living (OLTL) providers.

Pay: $16.84 - $17.73 per hour

Work Location: Hybrid remote in Harrisburg, PA 17111