Customer Service Representative

The Customer Service Representative serves as the primary point of contact for applicants, their families, and the medical community regarding the waiver application process. This remote role involves responding to inquiries, conducting eligibility screenings, scheduling appointments, and providing accurate information while maintaining confidentiality and sensitivity to applicant needs. Responsibilities:

• Respond to incoming calls and emails from applicants, families, and medical professionals.
• Provide general information about the waiver program and answer questions.
• Document complaints and concerns appropriately.
• Conduct high-level waiver eligibility screenings using screening tools.
• Assist callers in identifying the most suitable waiver program.
• Inform callers of their rights to apply even if eligibility is unlikely.
• Schedule initial intake visits and provide referrals to Enrollment Brokers.
• Identify and manage priority requests as needed.
• Input applicant information, screening results, and appointments into MAXeb system.
• Review previously documented applicant contacts.
• Maintain current knowledge of waiver program policies and procedures.
• Maintain courteous, helpful, and sensitive communication with applicants.
• Preserve consumer confidentiality and remain unbiased.
• Respect families and caregivers in service planning and delivery.
• Raise concerns or issues to the Central Operations Manager.
• Conduct research and follow-up on problematic cases.
• Perform additional duties as assigned by management.

• High school diploma or equivalent.
• Understanding of and sensitivity to the needs of individuals with disabilities.
• Effective verbal and written communication skills.
• Ability to follow directions and handle multiple tasks under pressure.
• Strong organizational skills.
• Ability to interact courteously and effectively with culturally diverse populations.
• Successful completion of orientation and customer service training.
• Clearance of criminal and child abuse background checks.
• No affiliations with Office of Long-Term Living (OLTL) providers.

• Three years of experience in human services and/or customer service.
• Knowledge and understanding of Pennsylvania Home and Community-Based waiver services (HCBS).
• Familiarity with medical terminology.
• Bilingual capabilities.

• Must maintain consumer confidentiality and unbiased communication at all times.
• Employment contingent on successful background checks and training completion.
• Respect for families and caregivers in service coordination.

• Remote position with a contract duration of 6+ months (contract to hire).
• Work schedule details to be determined based on operational needs.