Customer Service Specialist – Application Support

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Answer incoming calls, messages, and emails from applicants and providers.

• Act as the primary contact for provider enrollment, requirements, education, investigations, and scheduling of compliance reviews.

• Collaborate with the project management team to direct non-HCBS inquiries to the correct department or team.

• Document interactions and communications with clear and concise notes.

• Reach out via phone and email to assist with the completion and submission of applications.

• Provide applicants and providers with information about resources and tools that aid in the application process.

• Respond to email inquiries from providers and applicants.

• Perform additional related tasks as assigned.

⛳️ Requirements

• A minimum of 2 years of customer service experience.

• At least 2 years of paid experience working with critical care providers, public health providers, or those serving children, older adults, individuals with traumatic brain injuries, or those with developmental disabilities.

• One year of experience must involve provider monitoring, Medicaid or third-party payer provider billing, or provider training.

• One year of experience should be in a home health, community health, hospital, private practice, publicly funded institution, long-term care, mental health, community-based social service, or a similar program for special populations.

• A high school diploma or an equivalent qualification is required.

• Strong organizational skills, attention to detail, and accuracy.

• Capability to manage calls efficiently and achieve established handle-time goals.

• Excellent written and verbal communication skills.

• Ability to provide clear instructions regarding documents, requirements, and next steps.

• Capacity to work independently while coordinating with a remote team.

• Proficiency in Excel, Outlook, Teams, and SharePoint, or the ability to learn new systems and processes.

• Availability Monday–Friday during standard project hours, from 7:30 AM to 5:30 PM Eastern.

• 36 months of paid experience working with providers can substitute for a bachelor's degree and 2 years of paid provider experience.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) with discretionary employer matching.

• Paid time off and holidays.

• Flexible spending accounts (FSA).

• Additional employee perks.