Research & Support Representative

Only direct applicants will be considered. Staffing agencies and recruiter submissions will not be accepted.

About 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.
Employment at 360 Management LLC is limited to individuals who are U.S. citizens or who are otherwise fully authorized to work in the United States without the need for current or future employment sponsorship. All applicants must be at least 18 years of age at the time of hire.

Job Title: Research & Support Representative
Location: 1300 Linglestown Road, Harrisburg, PA 17110 (Hybrid)
Department: Pennsylvania Independent Enrollment Broker
Work Hours: 8:30 am – 5:00 pm, Monday-Friday

About the Role:
The Research & Support Representative manages elevated cases through the enrollment process by communicating with applicants and related agencies and completing all tasks necessary to move cases to closure. This role supports timely, accurate case management and enhances applicant satisfaction.

Responsibilities and Impact:
As a Research & Support Representative, you will:

• Track, manage, and resolve 40-60 high-level cases at a time, ensuring timely progress and completion through inbound/outbound calls, emails, outreach, and document processing.
• Consistently communicate with entities such as government agencies, legal offices, social workers, case managers, and IEB departments.
• Educate callers via phone and email about their application status and process, reporting outcomes to management daily.
• Utilize systems such as HCSIS, SAMS, eCIS, PIA, Panviva, and MAXe for research, data entry, and status tracking.
• Accurately record all follow-up actions and case notes in MAXe and process inquiries from support boxes (PAIEB Support box, PAIEB Waiver Transfers box, PHE unwinding tasks).
• Effectively resolve applicant complaints, identify issues, and provide timely solutions to ensure applicant satisfaction.
• Handle a high volume of inbound/outbound phone calls, including those handed off from other staff.
• Adhere to a hybrid schedule with required travel to the Harrisburg office for one week each month for walk-in appointments and mail processing.
• Assist applicants visiting the office, providing direct support for applications, paperwork, and status updates.
• Report case trends and processing issues to management and send coaching feedback to Quality Assurance as needed.

These responsibilities are not exhaustive; additional tasks may be assigned.

Minimum Qualifications:

• High school diploma or GED required; Bachelor’s degree preferred.
• At least 3 years of related work experience required.
• Excellent communication, computer navigation, and analytical skills.
• Must maintain confidentiality and handle sensitive information securely.

Standout Qualifications:

• Proven ability to thrive both as a collaborative team member and independently.
• Experience tracking multiple cases and retaining extensive knowledge of complex processes.
• Prior experience in healthcare, government, or program enrollment strongly preferred.
• High attention to detail, resourcefulness, and strong commitment to customer satisfaction.

Physical Requirements

• Stationary work for long durations; some light lifting (up to 25 lbs).
• In-person office presence required for one week per month.

Pay Range:
$17.50/hr.
After successfully completing a contingency period of at least 120 days with our company, eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period. In addition, employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday. Note that successful completion of the contingency period does not guarantee employment or hire by any partner organization.

Why join us?
At 360 Management LLC, we know people are out greatest asset. You’ll be part of a team that values:

• 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.

Equal Opportunity Employer Statement
360 Management LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected characteristics. If you require reasonable accommodation during the application or hiring process, contact our Human Resource team at [email protected] .