Description

Summary/Objective: The Customer Service Representative will work with walk-in traffic, as well as, provide customer service (phones) at an assigned region. The primary responsibilities are assisting participants and DCWs with inquiries: enrollment and documentation related to the overall Pennsylvania Community HealthChoices Participant-Directed Services program. The Customer Service Representative will also be trained and capable of providing training and support for the Tempus Electronic Visit Verification (EVV) solution. This will be hybrid model of in-office and remote days.

Essential Functions

• Act as a liaison between Participants and/or DCWs and Tempus
• Respond to Participant and/or DCW inquiries and complaints
• Provide in-person assistance, either scheduled or ad-hoc, related to F/EA documentation or program related questions
• Help resolve inaccuracies or discrepancies related to reporting of time worked
• Work with applicable parties to address and resolve DCW payment issues
• Respond to issues that have been escalated by Participants and/or DCWs.
• Assure ongoing compliance with Tempus quality and FMS contract requirements.
• Must report all suspected incidents of Fraud, Waste, and Abuse to appropriate reporting authority.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and/or hear. The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Travel: Some travel may be required for this position. Must have a valid driver’s license and reliable vehicle to travel within assigned service area.

Work Authorization/Security Clearance

All offers of employment made by Tempus Unlimited are contingent upon satisfactory background check results. Pre-employment background checks will be conducted on all candidates that are offered a position at the agency in compliance with program policy as well as state and federal regulations. From time to time, these checks may be conducted on current employees to ensure compliance with all state and federal regulations and contracts.

EEO Statement

Equal Employment Opportunity is a fundamental principle at Tempus Unlimited where employment from recruiting through the end of employment is based upon professional capabilities and qualifications without discrimination because of race, color, religion, sex, age, sexual orientation, veteran status, national origin, disability or any other characteristic as established by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Other Duties

Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

Competencies

• Professional, friendly & understanding personality
• Punctuality and dependability
• Ability to work efficiently as a team player as well as individually with minimal direction
• Self-motivation
• Ability to consistently maintain and build positive working relationships
• Excellent organizational skills
• Ability to multi-task and meet deadlines
• Fluency in Spanish or other languages a plus
• Familiarity with office machines, equipment and software
• Ability to respect and maintain confidentiality
• Attention to accuracy and detail
• Strong interpersonal and analytical skills
• Experience with Excel and Spreadsheets

Preferred Experience: Proficiency in Microsoft Office software

Required Education: High School Diploma