Customer Service Specialist

Job Description

REQUIREMENTS

• Minimum 2 years of customer service experience
• Strong organizational skills with attention to detail and accuracy
• Ability to manage multiple priorities and high-volume workloads
• Excellent written and verbal communication skills
• Ability to work independently while collaborating with a remote team
• Proficiency with Microsoft Office (Excel, Outlook, Teams, SharePoint)
• Comfortable learning new systems and processes

Education & Experience

Option 1:

• Bachelor’s degree and 2 years of experience working with providers

Option 2 (in lieu of degree):

• Minimum 36 months of experience working with providers

Required Experience Includes:

• Working with healthcare or social service providers (e.g., critical care, public health, HCBS populations)
• Experience serving special populations such as children, older adults, individuals with TBI, or developmental disabilities
• At least one year of experience in one or more of the following:
• Provider monitoring
• Medicaid or third-party payer billing
• Provider training
• At least one year of experience in one of the following settings:
• Home health, community health, or HCBS programs
• Hospitals or private practices
• Long-term care or mental health programs
• Publicly funded or community-based social service programs

RESPONSIBILITIES

• Respond to inbound calls, emails, and messages from applicants and providers regarding enrollment, requirements, compliance, and scheduling
• Serve as a central point of contact for provider-related inquiries
• Review and screen provider applications for completeness and accuracy
• Identify potential compliance issues and escalate to project management as needed
• Return incomplete applications with clear guidance on required documentation
• Conduct outreach via phone and email to assist applicants in completing submissions
• Document all interactions with clear and concise contact notes
• Coordinate with internal teams to route non-HCBS inquiries appropriately
• Submit completed applications for quality assurance review
• Support enrollment tracking and follow-ups across a high-volume workload (40+ applications)
• Perform additional duties as assigned

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