Essential Functions:

• Communicates effectively with a range of individuals with varying educational levels, 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, and program guidelines and requirements.
• Provides information on self-direction to assure that each participant/member is able to make 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
• Recognizes the need for additional services required by the caller.
• Ensures the satisfaction of callers and professional handling of difficult or unusual situations.
• Conducts follow-up phone calls for quality and satisfaction.
• Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department.
• Accesses Palco software to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
• Requires additional duties as assigned.
• Reports directly to the Customer Service Supervisor.

• One year of experience performing customer support activities, preferably in a call center.
• Working knowledge of contact with the public and telephone; modern office procedures and methods.
• Good verbal and written communication skills and methods.
• Ability to electronically document records to a web-based chart.
• Intermediate skills with Microsoft Office, email and internet.
• Good problem-solving and listening skills.
• Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results.
• Skilled in the operation of a variety of office equipment, including computer and networks.
• CRM experience and/or Medicaid experience a plus.
• Bilingual skills a plus.
• Experience working with Home and Community Based Services or Long-Term Care Medicaid services industry is a plus.

Knowledge and Skills:

• 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.

• This position is remote/work-from-home role. Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.
• Company benefits designed for you:

• Generous Paid time off.
• Quarterly/Annual bonus potential.
• Retirement Savings: We will support you as you save for your future.
• Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Paid Training: Earn while you learn, and continue to grow with access to internal and external learning opportunities.
• Great Work Environment: We are proud of our company culture of collaboration and the recognition we’ve received for our diversity efforts.

When you join Palco, you are engaged in creating the future - both our company’s, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can:

• Bring your authentic self to work.
• Grow and thrive, both personally and professionally.
• Make a difference with our clients, in our communities, and with the millions of people we support.
• Experience work/life balance.
• Feel value and a greater purpose through the work you do.

Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis.