Research & Support Representative

1 Alpha Consulting • Harrisburg, PA

1d • $18 • Hybrid

About The Position

The Research & Support Representative manages elevated cases through the enrollment process by communicating with applicants and related agencies and completing all tasks necessary to move cases to closure. This role supports timely, accurate case management and enhances applicant satisfaction.

Requirements

• High school diploma or GED required; Bachelor’s degree preferred.
• At least 3 years of related work experience required.
• Excellent communication, computer navigation, and analytical skills.
• Must maintain confidentiality and handle sensitive information securely.

Nice To Haves

• Proven ability to thrive both as a collaborative team member and independently.
• Experience tracking multiple cases and retaining extensive knowledge of complex processes.
• Prior experience in healthcare, government, or program enrollment strongly preferred.
• High attention to detail, resourcefulness, and strong commitment to customer satisfaction.

Responsibilities

• Track, manage, and resolve 40-60 high-level cases at a time, ensuring timely progress and completion through inbound/outbound calls, emails, outreach, and document processing.
• Consistently communicate with entities such as government agencies, legal offices, social workers, case managers, and IEB departments.
• Educate callers via phone and email about their application status and process, reporting outcomes to management daily.
• Utilize systems such as HCSIS, SAMS, eCIS, PIA, Panviva, and MAXe for research, data entry, and status tracking.
• Accurately record all follow-up actions and case notes in MAXe and process inquiries from support boxes (PAIEB Support box, PAIEB Waiver Transfers box, PHE unwinding tasks).
• Effectively resolve applicant complaints, identify issues, and provide timely solutions to ensure applicant satisfaction.
• Handle a high volume of inbound/outbound phone calls, including those handed off from other staff.
• Adhere to a hybrid schedule with required travel to the Harrisburg office for one week each month for walk-in appointments and mail processing.
• Assist applicants visiting the office, providing direct support for applications, paperwork, and status updates.
• Report case trends and processing issues to management and send coaching feedback to Quality Assurance as needed.
• 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