Customer Service Representative

Palco, Inc.

. Provide assistance and support for individuals self-directing Medicaid services and their caregivers .

Posted 9/15/2026full-timeRemote • Florida • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with the ability to handle high call volumes and provide accurate information regarding Medicaid services. Proficient in electronic documentation and maintaining customer privacy while addressing inquiries and resolving issues effectively.

Highest-signal resume keywords

Customer Support ExperienceMedicaid KnowledgeCRM ExperienceBilingual SkillsMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support ActivitiesElectronic DocumentationCall HandlingProblem-SolvingOffice Equipment Operation

Soft Skills

Verbal CommunicationWritten CommunicationListening SkillsCalm Under PressureCustomer Satisfaction Focus

Tools & Technologies

Palco SoftwareWeb-Based ChartingMicrosoft OfficeEmailInternet

Industry Keywords

Medicaid ServicesInbound CallsOutbound CallsCustomer PrivacyQuality Service

About the role

Key responsibilities & impact

Provide assistance and support for individuals self-directing Medicaid services and their caregivers
Apply knowledge of program rules and qualifications
Address customer issues promptly and accurately
Provide support and information to ensure customer satisfaction
Handle 40+ inbound and outbound calls and provide one-call resolution
Respond to customer inquiries about services, enrollment, guidelines, and requirements
Provide self-direction information to support informed care decisions
Assist individuals with paperwork and program requirements
Represent Palco with quality service to internal staff and external clients
Protect customer privacy and sensitive information/PHI
Initiate actions for caller requests, including escalations and document requests
Recognize additional services required by callers
Handle difficult or unusual situations professionally
Conduct follow-up calls for quality and satisfaction
Participate in development, training, and departmental meetings
Access Palco software to retrieve information and update digital case records
Perform additional duties as assigned
Report directly to the Customer Service Supervisor

Requirements

What you’ll need

Any combination of education and/or experience providing the knowledge, skills, and abilities necessary for satisfactory job performance
High school graduate or equivalent may be included
One year of experience performing customer support activities, preferably in a call center
Working knowledge of contact with the public and telephone; modern office procedures and methods
Good verbal and written communication skills
Ability to electronically document records to a web-based chart
Intermediate skills with Microsoft Office, email, and internet
Good problem-solving and listening skills
Ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results
Skill in operating office equipment, including computers and networks
Ability to handle 40+ inbound and outbound calls
Ability to work Monday–Friday from 7:00 am–6:30 pm CST
CRM experience and/or Medicaid experience a plus
Bilingual skills a plus
Adherence to remote work policies and procedures

Benefits

Comp & perks

Generous Paid time off
Annual bonus potential
Retirement savings support
Paid training
Internal and external learning opportunities
Employer shared health insurance cost
Employer paid disability insurance
Employer paid life and AD&D insurance
Vision insurance
Cancer insurance
Voluntary life insurance
Remote work environment
Paid holidays
Career growth opportunities
Work/life balance