Customer Service Specialist I - Enrollment/Call Queue Support

Enrollment Specialist / Customer Service Representative Location: RemoteSchedule: Monday–Friday, 7:30 AM – 5:30 PM (ET) Position Overview The Enrollment Specialist / Customer Service Representative supports applicants and enrolled providers for Home and Community-Based Services (HCBS) waiver programs. This role is responsible for guiding providers through enrollment requirements, reviewing applications, and ensuring all necessary documentation is completed accurately. This is a highly collaborative role requiring strong customer service, organization, and attention to detail while working in a remote team environment. Key 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 Required Qualifications 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 Preferred Qualifications Experience with HCBS waiver programs or Medicaid enrollment processes Prior experience in provider relations or healthcare compliance environments Additional Information Remote role; must be available during standard business hours No supervisory responsibilities Keywords HCBS, Medicaid, Provider Enrollment, Customer Service, Application Review, Healthcare Administration, Provider Relations, Compliance, Data Entry, Microsoft Excel, Outlook, SharePoint, Remote Work, Healthcare Operations, Case Management Support, Call Center, Public Health, Waiver Programs