Customer Service Representative

Job Summary

The Customer Service Representative serves as the initial point of contact for applicants, families, and medical professionals involved in the waiver program application process. This remote role combines compassionate customer service with eligibility screening, documentation, and scheduling to connect individuals with appropriate waiver services effectively.

• Respond to incoming calls and emails from applicants, families, and medical community contacts
• Provide general program information, answer questions, and document complaints
• Conduct high-level waiver eligibility screenings using standardized instruments
• Help identify the most appropriate waiver program for each caller
• Inform callers of their right to apply, even when screening suggests unlikely eligibility
• Schedule initial intake visits and provide referrals to Enrollment Brokers
• Identify and handle priority requests appropriately
• Review prior documented contact history with applicants
• Maintain up-to-date knowledge of waiver program policies and procedures
• Conduct research and follow-up on problematic cases as needed
• Escalate issues of concern to the Central Operations Manager
• Maintain courtesy, sensitivity, confidentiality, and cultural competence at all times

• High school diploma or equivalent
• Understanding of and sensitivity to the needs of individuals with disabilities
• Effective written and verbal communication skills
• Ability to follow directions and manage multiple tasks under pressure
• Ability to interact courteously and effectively with culturally diverse populations
• Strong organizational skills

• 3+ years of human services and/or customer service experience
• Knowledge of Pennsylvania Home and Community-Based Services (HCBS) waiver programs
• Familiarity with medical terminology
• Bilingual capabilities
• Employment contingent upon completion of orientation/customer service training, clearance of criminal and child abuse background checks, and no affiliations with OLTL providers

• Must maintain confidentiality and cultural competence
• Employment contingent upon background checks and training completion
• Remote work environment requiring self-discipline and reliable technology

• Remote position
• Duration: 6+ months