**Position Details:

Job Title: Customer Service Rep

Location: Pennsylvania, US (100% Remote)

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:

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

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

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

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

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

Identifies and handles priority requests as appropriate

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

Reviews any previously documented contact with applicants

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

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

Remains unbiased and maintains consumer confidentiality

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

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

Conducts research and follow-up for problematic cases as needed

Performs other duties as assigned by management

vTech Solution Inc

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