CUSTOMER SERVICE REPRESENTATIVE

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CUSTOMER SERVICE REPRESENTATIVE

Full Time Clerical Albuquerque, NM, US 23 days ago Requisition ID: 1658 We’re Palco. We provide the management, support, and systems behind self-directed programs—the services that help people hire, pay, and manage their own caregivers with confidence. With 25+ years of experience as a national provider operating in over 17 states, we keep people at the center of everything we do. Through innovative technology and decades of expertise, we help states and partners run stronger, more compliant, and efficient programs. Our mission is to challenge the status quo and build smarter, more human-centered solutions that put power back in people’s hands. Want to learn more about joining our team? Visit to explore opportunities. A Customer Service Representative I is a primary customer-facing employee who provides assistance and support for individuals self- directing Medicaid services in the home and the caregivers for those individuals. The CSR is knowledgeable of specific rules and qualifications of the programs Palco supports. Using their knowledge of products or services as well as great customer service skills, the CSR promptly and accurately address issues, provides support and information to ensure customer satisfaction. The CSR also maintains very good knowledge of company systems and sensitive information/PHI handling procedures. Responsible for handling 40+ inbound and outbound calls, with the ability to determine needs and provide one call resolution. This position requires the ability to work Monday – Friday from 7:00 am – 6:30 pm CST. The CSR reports to the CS Supervisor. We are looking for: Customer Strong – Make a WOW difference for our customers Me to We – Take accountability to trust, collaborate and partner Own it! See a need and act Be Bold: Challenge the status quo Listen to Advocate: What matters to you, matters to us Think it Through: Proactively deliver solutions focused on doing the right thing CSR I : This is the entry level grade in the Customer Support grouping. This entry-level role provides a strong foothold into our organization. Incumbents of this grade perform a range of customer support work that does not require prior experience. Generally, additional assistance is required in performing tasks. Individuals in this grade are expected to provide a basic level of support commensurate with their knowledge, skills and abilities. Assigned responsibilities and breadth of knowledge increase with experience, may be reasonable to expect promotion to next higher grade. A CSR is expected to work productively even in the absence of the Supervisor. Essential Functions Communicateseffectivelywitharangeofindividualswithvaryingeducationallevels, disabilities, and communication styles. Respond to customer inquiries with timely and accurate information. Uses person-centered techniques in all participant interactions. Receives inquiriesaboutPalco services,how to enroll on the program, andprogramguidelines andrequirements. Providesinformationonself-directiontoassurethateachindividualisabletomake informed decisions about their care. Assists individuals incompleting paperwork orunderstanding Programrequirements. Represents Palco in all interactions with the public by providing quality service to internal staff and external clients. Ensures privacy of our customers remains the utmost importance. Initiates required action for response to caller requests, including the need for additional support by other Palco staff or requests for documents, and communicate such requests to the proper department. Recognizes the need foradditional services required bythe caller. Ensures the satisfaction of callers andprofessional handling of difficult or unusualsituations. Conducts follow-up phone calls for qualityand satisfaction. Participates in development, training, and other departmental meetings andadheres tocorporate policies that concern the customer service department. AccessesPalcosoftwareinordertoretrieveinformationtoanswerinquiriesandto update contact notesand other information into digital case records. Requires additional duties as assigned. Reports directlyto the Customer Service Supervisor. Adhere to all remote work policies and procedures. Education and/or Experience : Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance. Can include a combination of high school graduate or equivalent and: One year of experience performing customer support activities, preferably in a call center. Working knowledge of contact with the public and telephone; modern office procedures and methods. Good verbal and written communication skills. Ability to electronically document records to a web-based chart. Intermediate skills with Microsoft Office, email and internet. Good problem-solving and listening skills. Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results. Skill in the operation of a variety of office equipment, including computers and networks. CRM experience and/or Medicaid experience a plus. Bilingual skills a plus. Join Us This position is remote/work-from-home role. Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday. Company benefits designed for you: GenerousPaidtimeoff. Annualbonuspotential. RetirementSavings:Wewillsupportyouasyousaveforyourfuture. Career Growth Opportunities: We help you thrive, so together, we can grow. We provideopportunitiestoadvanceyourcareerwithavastportfolioofbusinessesanda global footprint. PaidTraining:Earnwhileyoulearn andcontinuetogrowwithaccesstointernaland external learning opportunities. GreatWorkEnvironment:Weareproudofourcompanycultureofcollaborationand the recognition we have received for our diversity efforts. Benefits package: Employer shared Health Insurance cost Employer paid Disability Insurance Employer paid Life and AD&D Insurance Vision Insurance Cancer Insurance Voluntary Life Insurance Paid Time Off Remote work environment Paid holidays When you join Palco, you are engaged in creating the future - both our company’s, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can: Bringyourauthenticselftowork. Growandthrive,bothpersonallyandprofessionally. Makeadifferencewithourclients,inourcommunities,andwiththemillionsofpeople we support. Experience work/life balance. Feel value and a greater purpose through the work you do. Palco, Inc. is an Equal Employment Opportunity ( EEO ) employer and does not discriminate in any employer/employeerelationsbasedonrace,color,religion,sex,sexualorientation,genderidentityor expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. #J-18808-Ljbffr PALCO Inc