Call Center Representative

Posted:10/17/2017

Duties and Responsibilities

  • Receives inquiries about Palco services, how to enroll on the program(s), and program guidelines and requirements.
  • Assists individuals in completing paperwork or understanding program requirements.
  • Provides information on programs to assure that each individual is able to make informed decisions about their care.
  • Represents Palco in all interactions with the public by providing quality service to internal staff and external clients.
  • Initiates required action for response to caller requests, including the need for additional support by other Palco staff or requests for documents, and communicate such requests to the proper department.
  • 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 support department.
  • Accesses Palco software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
  • Provides first-line fraud and abuse detection and escalates these matters accordingly.
  • Maintains expert-level understanding of Palco’s Safety and Security Manual, particularly as it pertains to PHI/sensitive information handling procedures.

Skills and Attributes

  • Must have at least 2 years of customer service call center experience.
  • Must have excellent verbal communication skills and be able to effectively employ these skills in speaking with a range of individuals with varying backgrounds, abilities and communication styles.
  • Must possess basic skills with Microsoft Word, Office, email and Internet.
  • Must have excellent problem-solving and listening skills.
  • Assist individuals by efficiently and effectively answering questions or resolving issues.
  • Represents Palco in all interactions with the public via incoming calls.
  • Handles difficult or unusual situations with professionalism and discretion.
  • Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the Customer Support department.
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We are an equal opportunity employer. Applicants are considered for positions without regard to race, religion, sex, national origin, age, disability, or any other consideration made unlawful by applicable federal, state, or local laws.