Customer Service Representative

PALCO

. Provide assistance and support to 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 support capabilities, including effective communication, problem-solving, and the ability to handle sensitive information while adhering to privacy standards. Proficient in utilizing software for case management and maintaining knowledge of Medicaid services and program requirements.

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 ActivitiesWeb-Based DocumentationProblem-Solving SkillsOffice Equipment OperationInbound and Outbound CallsDigital Case Record ManagementKnowledge of Program GuidelinesPaperwork AssistanceFollow-Up ActionsEscalation Procedures

Soft Skills

Verbal Communication SkillsWritten Communication SkillsListening SkillsCalm Under StressUnderstanding Manner

Tools & Technologies

Palco SoftwareCRM SystemsMicrosoft OfficeEmailInternet

Industry Keywords

Medicaid ServicesCustomer PrivacyPerson-Centered SupportCall Center ExperienceRemote Work Policies

About the role

Key responsibilities & impact

Provide assistance and support to individuals self-directing Medicaid services and their caregivers
Address customer issues and provide accurate information for one-call resolution
Handle 40+ inbound and outbound calls
Maintain knowledge of supported program rules and qualifications
Maintain knowledge of company systems and sensitive information/PHI handling procedures
Respond to inquiries about Palco services, enrollment, program guidelines, and requirements
Provide person-centered support to help individuals make informed care decisions
Assist with paperwork and understanding program requirements
Protect customer privacy
Initiate follow-up actions, document requests, and escalations to appropriate departments
Recognize callers’ need for additional services
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
Report directly to the Customer Service Supervisor
Adhere to remote work policies and procedures

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 work Monday–Friday from 7:00 am–6:30 pm CST
CRM experience and/or Medicaid experience a plus
Bilingual skills a plus

Benefits

Comp & perks

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