The Customer Service Representative I is a primary customer-facing employee who provides assistance and support for individuals self-directing Medicaid services in the home and the caregivers for those individuals. The CSR is knowledgeable of specific rules and qualifications of the programs Palco supports. Using their knowledge of products or services as well as great customer service skills, the CSR promptly and accurately addresses issues, provides support and information to ensure customer satisfaction. Handles 40+ inbound and outbound calls Determines needs and provides one call resolution Maintains knowledge of company systems and sensitive information/PHI handling procedures Reports to the CS Supervisor