Job Description

Only Applicants --- Not for Staffing Agencies or Recruiter Submissions

TITLE: Customer Service Rep (CSR I-Call Center)

POSITION CLASSIFICATION: Non-Exempt

DIVISION: Health Services, Eastern Division

DEPARTMENT: Pennsylvania Independent Enrollment Broker

POSITION REPORTS TO: Call Center Supervisor

MUST LIVE IN PA!

EDUCATION/EXPERIENCE:

High school diploma or equivalent; understanding of and sensitivity to the needs of individuals with disabilities; effective communication skills; ability to follow directions; ability to interact courteously and effectively with culturally diverse populations; strong organizational, written, and verbal communication skills; ability to handle pressure and perform multiple tasks. Preferred qualifications include three years of human services and/or customer service experience, knowledge and understanding of Pennsylvania Home and Community-Based waiver services (HCBS), familiarity with medical terminology, and bilingual capabilities. Employment is contingent upon successful completion of orientation and customer service training, successful clearance of criminal and child abuse background checks, and an absence of affiliations with Office of Long-Term Living (OLTL) providers.

JOB OVERVIEW:

The Customer Service Rep responds to incoming calls and emails from applicants, their families, and the medical community, serving as their first point of contact with the application process

JOB RESPONSIBILITIES:

Responds to incoming calls and emails from applicants, their families, and the medical community, serving as their first point of contact with the application process

Provides general information about the waiver program, answers general questions, and documents complaints Conducts high-level waiver eligibility screenings using screening instruments, and assists callers with identifying the most appropriate waiver program Informs callers of their right to apply in the event screening results indicate unlikely eligibility Schedules initial intake visits at times convenient to applicants, providing referrals to Enrollment Brokers Identifies and handles priority requests as appropriate Inputs basic applicant information, screening results, and scheduled appointments into MAXeb Reviews any previously documented contact with applicants Maintains up-to-date knowledge of all waiver program information, policies and procedures Remains courteous, helpful, and sensitive to applicant needs at all times Remains unbiased and maintains consumer confidentiality Respects families and other caregivers in their efforts in the planning, management, and delivery of services, and works to sustain consumer direction Raises issues of concern and/or problems to the attention of the Central Operations Manager Conducts research and follow-up for problematic cases as needed Performs other duties as assigned by management Must undergo background check and Med Scan check, must be clean for the past 7 years. After successfully completing a probationary period of 120 days, we have an excellent benefits package, full insurance, and benefits on the first of the month following the end of the probation period. We also have a bonus structure for all employees

PAY

$16.50/hr

EDUCATION LEVEL

High school graduate or equivalency certificate (GED)

WORK SHIFT

Day, 9:30am-6:00pm (Training hours are 8:30am- 5pm)

JOB TYPE

Full-Time

NUMBER OF OPENINGS: 5

REMOTE WORKING REQUIREMENTS

Private Workspace Door for Privacy, Proper Desk, and Chair Proximity to Internet Router (within 15 ft) High speed internet at Maximus minimum requirements or higher Requirements -- 20 Mbps download speed, 20 Mbps upload speed Conduct and provide print screen of internet speed test results as requested Ability to connect work computer to internet via Category 5 ethernet cable Cannot have sole responsibility of dependent care during work hours Willingness and capability to engage in two-way virtual training & communication Trainees will be expected to actively engage in training and be visible on camera for the entire length of training

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Sitting/Standing: Ability to sit or stand for extended periods while using a computer and telephone.

Handling: Frequent use of hands and fingers to operate computer systems and office equipment. Communication: Clear speaking and adequate hearing required for effective communication via phone, video conferencing, and in-person. Mobility: Ability to walk short distances and move about the workspace as needed. Lifting: Ability to lift, carry, push, or pull objects weighing up to 25 pounds Vision: Close vision required for reading documents and working on a computer screen. Work Environment: Must maintain a safe, ergonomic workspace at home or in the office with appropriate lighting, ventilation, and moderate noise levels. 360 Management LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other characteristic protected by applicable law. If you need assistance or an accommodation due to a disability, please contact Human Resources at Human-Resource@360-mgt.com

Job Tags

Full time, Traineeship, Live in, Work at office, Remote work, Trial period, Shift work,

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