Customer Service Specialist I - Enrollment/Call Queue Support

Staffing Solutions Organization LLC (SSO)

1d•Remote

About The Position

The Enrollment Specialist / Customer Service Representative supports applicants and enrolled providers for Home and Community-Based Services (HCBS) waiver programs. This role is responsible for guiding providers through enrollment requirements, reviewing applications, and ensuring all necessary documentation is completed accurately. This is a highly collaborative role requiring strong customer service, organization, and attention to detail while working in a remote team environment.

Requirements

Minimum 2 years of customer service experience
Strong organizational skills with attention to detail and accuracy
Ability to manage multiple priorities and high-volume workloads
Excellent written and verbal communication skills
Ability to work independently while collaborating with a remote team
Proficiency with Microsoft Office (Excel, Outlook, Teams, SharePoint)
Comfortable learning new systems and processes
Bachelor’s degree and 2 years of experience working with providers OR Minimum 36 months of experience working with providers
Working with healthcare or social service providers (e.g., critical care, public health, HCBS populations)
Experience serving special populations such as children, older adults, individuals with TBI, or developmental disabilities
At least one year of experience in one or more of the following: Provider monitoring, Medicaid or third-party payer billing, Provider training
At least one year of experience in one of the following settings: Home health, community health, or HCBS programs, Hospitals or private practices, Long-term care or mental health programs, Publicly funded or community-based social service programs

Nice To Haves

Experience with HCBS waiver programs or Medicaid enrollment processes
Prior experience in provider relations or healthcare compliance environments

Responsibilities

Respond to inbound calls, emails, and messages from applicants and providers regarding enrollment, requirements, compliance, and scheduling
Serve as a central point of contact for provider-related inquiries
Review and screen provider applications for completeness and accuracy
Identify potential compliance issues and escalate to project management as needed
Return incomplete applications with clear guidance on required documentation
Conduct outreach via phone and email to assist applicants in completing submissions
Document all interactions with clear and concise contact notes
Coordinate with internal teams to route non-HCBS inquiries appropriately
Submit completed applications for quality assurance review
Support enrollment tracking and follow-ups across a high-volume workload (40+ applications)
Perform additional duties as assigned