Customer Service Representative

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

📋 Description

• Assist and support individuals who are self-directing Medicaid services along with their caregivers.

• Utilize knowledge of program regulations and eligibility criteria.

• Address customer concerns promptly and accurately.

• Offer support and information to ensure satisfaction among customers.

• Manage over 40 inbound and outbound calls while delivering one-call resolutions.

• Respond to customer queries regarding services, enrollment processes, guidelines, and eligibility requirements.

• Provide self-direction information to facilitate informed decisions about care.

• Aid individuals with paperwork and adherence to program requirements.

• Represent Palco by delivering high-quality service to both internal staff and external clients.

• Safeguard customer privacy and sensitive information/PHI.

• Initiate actions based on caller requests, including escalations and documentation requests.

• Identify additional services that may be required by callers.

• Professionally handle challenging or unique situations.

• Conduct follow-up calls to assess quality and satisfaction.

• Engage in development, training, and departmental meetings.

• Access Palco software to gather information and update digital case records.

• Carry out additional responsibilities as assigned.

• Report directly to the Customer Service Supervisor.

⛳️ Requirements

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

• High school diploma or equivalent may be considered.

• At least one year of experience in customer support, preferably in a call center setting.

• Proficient understanding of public interaction and telephone communication; familiarity with modern office procedures and practices.

• Strong verbal and written communication skills.

• Ability to document records electronically in a web-based chart.

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

• Good problem-solving and listening abilities.

• Capability to interact with the public under stressful situations in a fair, calm, and understanding manner to achieve positive outcomes.

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

• Ability to handle over 40 inbound and outbound calls.

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

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

• Bilingual proficiency is an advantage.

• Commitment to adhering to remote work policies and procedures.

🏝️ Benefits

• Generous paid time off.

• Potential for annual bonuses.

• Support for retirement savings.

• Paid training opportunities.

• Access to internal and external learning initiatives.

• Employer shared costs for health insurance.

• Employer-paid disability insurance.

• Employer-paid life and AD&D insurance.

• Vision insurance options.

• Cancer insurance available.

• Voluntary life insurance options.

• Remote work environment.

• Paid holidays.

• Opportunities for career growth.

• Emphasis on work/life balance.