Customer Service Representative

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Full Time Clerical Albuquerque, NM, US

28 days ago Requisition

We’re Palco. We provide the management, support, and systems behind self-directed programs—the services that help people hire, pay, and manage their own caregivers with confidence. With 25+ years of experience as a national provider operating in over 17 states, we keep people at the center of everything we do. Through innovative technology and decades of expertise, we help states and partners run stronger, more compliant, and efficient programs.

Our mission is to challenge the status quo and build smarter, more human-centered solutions that put power back in people’s hands. Want to learn more about joining our team? Visit  to explore opportunities.

Customer Service Representative I 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. The CSR reports to the CS Supervisor.

We are looking for:

• 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

CSR I This is the entry level grade in the Customer Support grouping. This entry-level role provides a strong foothold into our organization. Incumbents of this grade perform a range of customer support work that does not require prior experience. Generally, additional assistance is required in performing tasks. Individuals in this grade are expected to provide a basic level of support commensurate with their knowledge, skills and abilities.

Assigned responsibilities and breadth of knowledge increase with experience, may be reasonable to expect promotion to next higher grade. A CSR is expected to work productively even in the absence of the Supervisor.

Essential Functions

• Communicateseffectivelywitharangeofindividualswithvaryingeducationallevels, 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, andprogramguidelines and requirements.
• Providesinformationonself-directiontoassurethateachindividualisabletomake 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…