Call Center Representative - Remote Arkansas

Summary

This role falls under the Insurance/Healthcare job family and leverages call center expertise to support insurance and healthcare operations. The position is responsible for applying general insurance and healthcare policies in compliance with state and federal regulations. It serves as a subject matter expert for providers on enrollment and Credentialing Verification Organization (CVO) activities related to their submitted applications. The role involves responding to provider inquiries with a focus on issue resolution, guiding providers in navigating the GAMMIS system to access current and future information needs, and advising on the status of applications, including any outstanding documentation required for final review and disposition.

Your role in our mission

• Handle inbound calls from providers related to Credentialing Verification Organization (CVO) and Provider Enrollment.
• Accurately document each interaction by creating a CTN (Customer Tracking Number) for every call.
• Escalate complex concerns or issues to management when necessary.
• Actively contribute to team goals and collaborate effectively with colleagues.
• Complete assignments that extend beyond general support duties.
• Follow instructions and guidance from leadership while also demonstrating the ability to manage tasks independently.
• Identify, prioritize, and resolve standard issues with minimal supervision, escalating more complex matters as needed.
• Ensure compliance with contractual obligations, internal policies, and applicable legal or regulatory requirements.
• Demonstrate excellent communication skills and professional phone etiquette.
• Maintain high attention to detail and accuracy in all tasks.

What we're looking for

• High school diploma or equivalent (G.E.D.) required.
• 1–2 years of experience in a contact or call center environment.
• Background in healthcare or familiarity with healthcare operations is preferred.
• Experience with call center platforms such as CXone, Avaya, or similar systems is a plus.
• Proficient in Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
• Comfortable navigating and utilizing web browsers such as Microsoft Edge or Google Chrome.

What you should expect in this role

• Candidates must be residents of Arkansas to be eligible for the remote position based in the state.
• Successful completion of a pre-employment assessment to call center operations.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.
• To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload. Higher speeds are recommended for optimal performance.
• To Test your internet download and upload speed:
  • Go to Google.
  • Search for Internet Speed Test or click here.

Schedule Information:

• Please note that during the initial training period, hours may vary for the first couple of weeks. Following training, the standard work shift will be from 9:30 AM to 6:00 PM CST, which includes two 15-minute breaks and a 30-minute lunch.

#LI-REMOTE #LI-JA1 #LI-CM1