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Research and Support Call Center Representative

3 months ago

Harrisburg, United States Probitas Technology, Inc. Full time
Job DescriptionJob Description

IMPORTANT DETAILS

  • Work hours: 8:30 AM – 5:00 PM EST, Monday – Friday.
  • Pay Rate $17.50/hour
  • Hybrid schedule; will have to travel to the Harrisburg office one week out of the month due to contractual obligations. Will have to conduct walk-in appointments for consumers and other stakeholders

Job Description:

  • Assists in completion of high-level / escalated, sensitive cases throughout the entire application process (inbound/outbound phone calls, emails, outreach, document processing, etc.)
  • In contact with internal / external entities via email/phone (such as government agencies, legal offices, social workers, case managers, departments within the IEB project, and more) on a consistent basis.
  • Responsible for tracking 40-60 cases and ensuring timely completion of those cases.
  • Able to retain extensive knowledge about the entire HCBS application process to work various kinds of case types and assist other departments within the IEB project.
  • On the phone consistently, whether making outbound calls to entities or receiving inbound calls for other staff member cases.
  • Manage all paperwork and calls on elevated cases through the enrollment process.
  • Support the field Research and Support Coordinators with paperwork routing.
  • Ensures cases are being tracked and following the application process.
  • Utilizes systems such as HCSIS, SAMS, eCIS, PIA, Panviva and MAXe.
  • Reports outcomes of cases to management on a daily basis.
  • Educates callers via phone and email of application status/process.
  • Record all follow-up on the tracking spreadsheet and the applicant’s record in MAXe.
  • Complete all necessary actions to get case to where it needs to be.
  • Report any trends of issues with processing cases to management including sending coachings of any errors to corresponding department management.
  • Processes inquiries received in PAIEB Support box and complete Special Case Alerts.
  • Responsible for handling phone calls received through R&S phone line during assigned time slot.
  • Checking and reporting voicemails received.
  • Tasks mandated by management.

EDUCATION/EXPERIENCE: High school diploma or GED required. Bachelor degree is preferred. Minimum 3 years of related work experience required. Ability to perform comfortably in a fast-paced, deadline-oriented work environment. Ability to work as a team member, as well as independently. Ability to maintain confidentiality and security of all information. Must be able to remain in a stationary position for an extended period of time. Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

 

 

 

 

Company DescriptionWithin Probitas Technology, you will find a great team focused on developing your career while providing direction and insight towards your next opportunity.Company DescriptionWithin Probitas Technology, you will find a great team focused on developing your career while providing direction and insight towards your next opportunity.