Customer Service Representative

1 Alpha Consulting

17d • $16 • Remote

About The Position

The Customer Service Representative supports the Pennsylvania Independent Enrollment Broker (PA IEB) program under Maximus operations. This position helps seniors and individuals with disabilities access Home and Community-Based Services (HCBS) through Medicaid waiver programs by providing clear information, eligibility screenings, and guidance to ensure individuals can remain independent in their homes and communities.

Requirements

• High School diploma or GED equivalent.
• Prior call center or customer service experience.
• Proficiency in multitasking across multiple computer programs.
• Strong verbal communication skills and professional phone etiquette.
• Ability to learn client-approved scripts and apply them consistently.
• Basic computer/software skills (email, video conferencing, documentation systems).
• Reliable home workspace with privacy, stable high-speed internet, and a wired Ethernet connection.

Nice To Haves

• Experience in remote or hybrid customer service roles.
• Background in healthcare or human services.
• Knowledge of Medicaid or related healthcare programs.
• Recent call center experience.
• Familiarity with handling confidential information (HIPPA knowledge preferred).
• Three or more years of customer service or human service experience.

Responsibilities

• Serve as the first point of contact for applicants, families, and providers via phone and email.
• Provide accurate information about waiver programs and conduct eligibility screenings.
• Schedule intake appointments and connect applicants to appropriate enrollment brokers.
• Document applicant interactions and maintain detailed records using internal system.
• Respond to inquiries and escalated complex issues when necessary.
• Demonstrate confidentiality and sensitivity when addressing applicant needs.
• Collaborate with supervisors and team members to continuously improve service delivery.
• Meet established performance, accuracy, and attendance standards.
• These responsibilities are not exhaustive; additional tasks may be assigned.

Benefits

• After successfully completing a contingency period of at least 120 days with our company, eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period.
• In addition, employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED