JOB OVERVIEW:

The Customer Service Rep responds to incoming calls and emails from applicants, their families, and the medical community, serving as their first point of contact with the application process.

JOB RESPONSIBILITIES:

1. Responds to incoming calls and emails from applicants, their families, and the medical community, serving as their first point of contact with the application process

2. Provides general information about the waiver program, answers general questions, and documents complaints

3. Conducts high-level waiver eligibility screenings using screening instruments, and assists callers with identifying the most appropriate waiver program

4. Informs callers of their right to apply in the event screening results indicate unlikely eligibility

5. Schedules initial intake visits at times convenient to applicants, providing referrals to Enrollment Brokers

6. Identifies and handles priority requests as appropriate

7. Inputs basic applicant information, screening results, and scheduled appointments into software 

8. Reviews any previously documented contact with applicants

9. Maintains up-to-date knowledge of all waiver program information, policies and procedures

10. Remains courteous, helpful, and sensitive to applicant needs at all times

11. Remains unbiased and maintains consumer confidentiality

12. Respects families and other caregivers in their efforts in the planning, management, and delivery of services, and works to sustain consumer direction

13. Raises issues of concern and/or problems to the attention of the Central Operations Manager

14. Conducts research and follow-up for problematic cases as needed

15. Performs other duties as assigned by management