Remote - Customer Service Representative
1 Alpha ConsultingRemote, PA
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Job Description
Only Applicants — Not for Staffing Agencies or Recruiter SubmissionsAbout 360 Management LLC:At 360 Management LLC, we believe in delivering excellence through innovation, dedication, and people-first values. With a strong commitment to supporting our clients’ missions, we specialize in providing administrative and operational solutions that make a measurable impact. We are a team driven by integrity, collaboration, and accountability. Our work in the healthcare and enrollment services industries reflects our passion for helping people access the resources they need. By joining 360 Management LLC, you become part of a community that values growth, professional development, and supporting employees in achieving their career goals. Our mission is simple: to create opportunities, enhance efficiency, and build trust with every client and employee relationship. If you’re looking to join a fast-growing, mission-driven company where your work makes a difference, 360 Management LLC is the place for you. Title: Customer Service RepresentativeLocation: Remote, Must live in PennsylvaniaDepartment: Pennsylvania Independent Enrollment BrokerWork Hours: 9:30am – 6:00pmTraining: 4 weeks of training, 8:30am – 5:00pmPay: $15.75/hrAbout the Role:The IEB Customer Service Representative (CSR) plays a vital role in supporting Maximus operations under the Pennsylvania Independent Enrollment Broker (PA IEB) program, which helps seniors and individuals with disabilities access Home and Community-Based Services (HCBS) through Medicaid waiver programs. CSRs provide information, conduct eligibility screenings, and connect applicants to the resources they need to remain independent in their homes and communities. All work equipment is provided by the company.After successfully completing a contingency period of 120 days, we have an excellent benefits package, full insurance, and benefits on the first of the month following the end of the probation period. We also have a bonus structure for all employeesYour Impact:As a Customer Service Representative, you’ll be the first point of contact for applicants, families, and providers, guiding them through the enrollment process with professionalism and care. You will:
- Answer and manage calls and emails, offering accurate information on waiver programs and services
- Conduct eligibility screenings and assist callers in identifying appropriate HCBS options
- Schedule intake appointments and provide referrals to enrollment brokers
- Document applicant details and interactions accurately in MAXeb
- Address inquiries directly or escalate complex issues to the appropriate team
- Remain unbiased, respectful, and sensitive to applicants’ needs while upholding confidentiality
- Collaborate with supervisors and colleagues to improve processes and service quality
- Meet performance, accuracy, and attendance goals to support program success
- Must always have private workspace away from others
- Must have good attendance and work all scheduled hours and follow time/call off procedures every time
- Must have high speed internet (Above 25 Mbps download speed single user or 35 Mbps shared, and above 5 Mbps upload)
- Must live in Pennsylvania
- Cannot have sole responsibility of dependent care during work hours
- Must be able to have a wired connection from work computer to internet router
- Attend ALL training hours
- Undergo a background check, Medi Scan, and E-Verify
- Private Workspace
- Door for Privacy, Proper Desk, and Chair
- Ability to connect work computer to internet via Category 5 ethernet cable
- Must have high school diploma or GED equivalent
- Previous experience in a call center and/or customer service role
- Up-to-date resume formatted in professional manner
- Skilled at multitasking between different computer programs and interfaces
- Clear verbal communication and phone skills
- Ability to learn and comprehend new information
- Ability to read and adhere to a client-approved script
- Ability to perform comfortably in a fast-paced, goal-oriented work environment
- Comprehension of basic computer and software skills (E.g. Successfully joining a zoom call, typing on a keyboard, using email)
- Demonstrates strong professional communication and responds promptly to work notifications
- Previous experience in a remote/hybrid role
- Experience supporting patients or healthcare consumers
- Understanding of healthcare programs, benefits, or services
- Recent call center experience
- Previous work experience with confidential or sensitive information (HIPAA familiarity a plus)
- Three (3) years of human services and/or customer service experience
- Sitting/Standing: Ability to sit or stand for extended periods while using a computer and telephone.
- Handling: Frequent use of hands and fingers to operate computer systems and office equipment.
- Communication: Clear speaking and adequate hearing required for effective communication via phone, video conferencing, and in-person.
- Mobility: Ability to walk short distances and move about the workspace as needed.
- Lifting: Ability to lift, carry, push, or pull objects weighing up to 25 pounds
- Vision: Close vision required for reading documents and working on a computer screen.
- Work Environment: Must maintain a safe, ergonomic workspace at home or in the office with appropriate lighting, ventilation, and moderate noise levels.
- A supportive, collaborative work environment
- Professional development and growth opportunities
- Meaningful work that directly helps individuals and families access care and services
- A mission-driven culture that prioritizes quality, teamwork, and impact.
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