Customer Service Representative

This is a fully remote position, open to applicants in Florida, +12 more states.

📋 Description

• Offer assistance and support to individuals self-managing Medicaid services and their caregivers.

• Resolve customer queries and deliver accurate information for one-call resolutions.

• Manage over 40 inbound and outbound calls.

• Stay informed about program rules and qualification criteria.

• Maintain knowledge of company systems and protocols for handling sensitive information/PHI.

• Respond to inquiries regarding Palco services, enrollment procedures, program guidelines, and requirements.

• Deliver person-centered assistance to empower individuals in making informed care choices.

• Aid with documentation and comprehension of program criteria.

• Safeguard customer privacy.

• Initiate follow-up actions, document requests, and escalate issues to appropriate departments.

• Identify callers’ needs for additional services.

• Professionally manage challenging or atypical situations.

• Conduct follow-up calls to ensure quality and customer satisfaction.

• Engage in development, training, and departmental meetings.

• Access Palco software for information retrieval and updating digital case records.

• Report directly to the Customer Service Supervisor.

• Comply with remote work policies and procedures.

⛳️ Requirements

• Any combination of education and/or experience that provides the necessary knowledge, skills, and abilities for effective job performance.

• High school diploma or equivalent is acceptable.

• At least one year of experience in customer support roles, ideally within a call center environment.

• Familiarity with public interactions and telephone etiquette; knowledge of modern office practices and procedures.

• Strong verbal and written communication skills.

• Competence in electronically documenting records in a web-based chart.

• Intermediate proficiency in Microsoft Office, email, and internet usage.

• Effective problem-solving and listening abilities.

• Capability to interact with the public in stressful situations with fairness, calmness, and understanding, achieving positive outcomes.

• Proficiency in operating office equipment, including computers and networks.

• Availability to work Monday–Friday from 7:00 am–6:30 pm CST.

• Experience with CRM systems and/or Medicaid services is a plus.

• Bilingual proficiency is advantageous.

🏝️ Benefits

• Generous paid time off.

• Annual bonus potential.

• Support for retirement savings.

• Opportunities for career advancement.

• Paid training programs.

• Access to internal and external learning opportunities.

• Remote work environment.

• Employer assistance with health insurance costs.

• Employer-funded disability insurance.

• Employer-funded life and AD&D insurance.

• Vision insurance options.

• Cancer insurance available.

• Voluntary life insurance options.

• Paid holidays.

• Support for work/life balance.

• Collaborative work environment.