Customer Service Representative

About the job

Role Description

We are seeking a dedicated and compassionate Customer Service Representative to join our team remotely. As the first point of contact for applicants, their families, and the medical community, you will play a key role in guiding individuals through the application process and providing essential information about our waiver program.

Required Skills:

Respond to incoming calls and emails from applicants, families, and medical professionals.

Provide general information about the waiver program, answer questions, and document complaints.

Conduct high-level eligibility screenings using screening instruments and guide callers to the most appropriate waiver program.

Inform callers about their rights to apply even if screening results suggest unlikely eligibility.

Schedule initial intake visits and provide referrals to Enrollment Brokers.

Prioritize urgent requests and escalate when needed.

Enter basic applicant details, screening results, and scheduled appointments into given application.

Review previously documented contact and maintain up-to-date records.

Stay current on waiver program information, policies, and procedures.

Maintain a courteous, helpful, and sensitive demeanor with all applicants.

Ensure confidentiality and respect for families and caregivers in planning and delivery of services.

Raise concerns or issues to the Central Operations Manager as needed.

Conduct research and follow-up for complex cases.

Perform additional duties as assigned by management.

Required Skills & Qualifications:

High school diploma or equivalent.

Understanding of and sensitivity to the needs of individuals with disabilities.

Strong communication skills (verbal and written).

Ability to follow directions and interact courteously with diverse populations.

Strong organizational skills and ability to manage multiple tasks under pressure.

Preferred qualifications:

• 3+ years of experience in human services or customer service.
• Knowledge of Pennsylvania Home and Community-Based waiver services (HCBS).
• Familiarity with medical terminology.
• Bilingual capabilities are a plus.