Customer Service Representative 1
at Public Consulting Group

Date Posted: 11/30/2019

Job Description

About Public Consulting Group

Public Consulting Group, Inc. (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has over 2,500 professionals in more than 60 offices worldwide. PCG’s Health practice offers in-depth programmatic knowledge and regulatory expertise to help state and municipal health agencies respond to regulatory change, improve access to health care, maximize program revenue, improve business processes, and achieve regulatory compliance. Using industry best practices, PCG’s Health team helps organizations deliver quality services with constrained resources to promote improved client outcomes. To learn more, visit


  • Respond to inbound calls related to site visit scheduling, compliance review scheduling, provider enrollment, and other provider inquiries;
  • Initiate outbound calls to resolve provider inquires and respond to voicemail messages;
  • Demonstrate superior customer service skills, including but not limited to professionalism, active listening, and show understanding for provider concerns;
  • Resolve issues based on policy, procedure, and program rules;
  • Provide outreach and support as needed, including application walk-throughs, referring to Medicaid policies, and explaining the purpose of site visits;
  • Schedule site visits, compliance review appointments;
  • Review application documents for completeness and accuracy;
  • Create or update provider records for name changes, address changes, and status;
  • Create accurate call logs in the system, demonstrating the steps taken resolve the provider inquiry;
  • Evaluate provider site visit information to determine if an exemption is needed for the site visit;
  • Prepare provider records for site visit scheduling, including data entry in the system; and
  • Respond to email inquiries from providers.


Required Skills:

  • Ability to communicate effectively and work in a team environment;
  • Must be computer literate and have MS Word, Excel, Outlook, and internet skills
  • Ability to exercise independent judgment, based on policy and procedure;
  • Attention to detail and accuracy; and
  • Ability to meet deadlines and adhere to established standards.

Education/Experience: High Schoool degree or GED. 1 year of customer service experience in a call center environment

Job Snapshot

About Us

Public Consulting Group, Inc. (PCG) provides management consulting and technology services to help public sector education, health, human services, and other government clients achieve their performance goals and better serve populations in need. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has more than 1,700 professionals in 55 offices around the U.S. and in Montreal, UK and Poland. The firm draws on more than two decades of consulting to public sector clients in all 50 states and Canada to deliver best-practice solutions and measurable results to state and local public agencies, state-operated facilities, and private providers that do business with government agencies.

PCG is committed to a diverse workforce which is a reflection of our clients and the people they serve. Our organizational culture attracts and rewards people who are results-oriented and interested in making an immediate impact on their community as well as their own career.

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