Customer Service Representative - Remote

Customer Service Representative

About Palco: Palco is a visionary company pioneering an emerging health-care movement that empowers people with disabilities and those aging to live independent and quality lives. Made possible by our amazing team, Palco provides technology and financial services to aid individuals and their families to thrive in their home and communities. Partnered with government agencies and fortune 500 managed care organizations across the country, we are dedicated to creating exceptional outcomes for our clients and the millions of people that count on them. We are a highly organized company that offers flexible working hours, a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our staff make long-lasting impacts on the lives of people every day. A Customer Service Representative 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, within a designated shift. The CSR reports to the CS Supervisor.

Essential Functions:

• 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 participant/member 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
• 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 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.

Education and 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. and methods.
• 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.
• Skilled in the operation of a variety of office equipment, including computer and networks.
• CRM experience and/or Medicaid experience a plus.
• Bilingual skills a plus.
• Experience working with Home and Community Based Services or Long-Term Care Medicaid services industry is a plus.

Knowledge and Skills:

• 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.

Benefits package:

• Employer shared Health Insurance cost
• Employer paid Disability Insurance
• Employer paid Life and AD&D Insurance
• Dental Insurance
• Vision Insurance
• Cancer Insurance
• Voluntary Life Insurance
• PTO
• Simple IRA with Matching
• Bonus potential
• Remote work environment
• Paid holidays

Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis.