Palco, Inc. ยท 2 months ago
CUSTOMER SERVICE REPRESENTATIVE I
United States
Full-time
Remote
Entry Level
1+ years expPalco is a visionary company pioneering an emerging health-care movement that empowers people with disabilities and those aging to live independent and quality lives. The Customer Service Representative I is responsible for providing assistance and support for individuals self-directing Medicaid services, ensuring customer satisfaction through effective communication and problem resolution.
ConsultingFinancial ServicesTraining
Responsibilities
Communicates effectively with a range of individuals with varying educational levels, disabilities, and communication styles
Respond to customer inquiries with timely and accurate information
Uses person-centered techniques in all participant interactions
Receives inquiries about Palco services, how to enroll on the program, and program guidelines and requirements
Provides information on self-direction to assure that each individual is able to make informed decisions about their care
Assists individuals in completing paperwork or understanding Program requirements
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 for additional services required by the caller
Ensures the satisfaction of callers and professional handling of difficult or unusual situations
Conducts follow-up phone calls for quality and satisfaction
Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department
Accesses Palco software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records
Requires additional duties as assigned
Reports directly to the Customer Service Supervisor
Adhere to all remote work policies and procedures
Qualification
Required
Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance
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
Preferred
CRM experience and/or Medicaid experience a plus
Bilingual skills in Russian/Spanish required
Benefits
Generous Paid time off.
Annual bonus potential.
Retirement Savings: We will support you as you save for your future.
Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities.
Great Work Environment: We are proud of our company culture of collaboration and the recognition we have received for our diversity efforts.
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
Company
Palco, Inc.
Palco was the first company in the country to offer fiscal/employer agent (F/EA) services for self-directed programs and helped develop industry best practices.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Alicia Paladino
Chief Executive Officer
Company data provided by crunchbase