Job Description

Job Description

Job Description

Customer Service Representative in Harrisburg, PA.

Training is for 2 weeks: Monday-Friday 8am-4:30pm

Regular schedule: Monday-Friday 8am-4:30pm, 8:30am-5pm, 9:30am-6pm

$15.75/hr

$16.75/hr for bilingual

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:

1. 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
2. Provides general information about the waiver program, answers general questions, and documents complaints
3. Conducts high-level waiver eligibility screenings using screening instruments, and assists callers with identifying the most appropriate waiver program
4. Informs callers of their right to apply in the event screening results indicate unlikely eligibility
5. Schedules initial intake visits at times convenient to applicants, providing referrals to Enrollment Brokers
6. Identifies and handles priority requests as appropriate
7. Inputs basic applicant information, screening results, and scheduled appointments into system
8. Reviews any previously documented contact with applicants
9. Maintains up-to-date knowledge of all waiver program information, policies and procedures
10. Remains courteous, helpful, and sensitive to applicant needs at all times
11. Remains unbiased and maintains consumer confidentiality
12. Respects families and other caregivers in their efforts in the planning, management, and delivery of services, and works to sustain consumer direction
13. Raises issues of concern and/or problems to the attention of the Central Operations Manager
14. Conducts research and follow-up for problematic cases as needed
15. Performs other duties as assigned by management

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