Associate Customer Support

Summary

As a Associate Customer Support at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

Your role in our mission

• Answers telephones and responds to moderately complex customer questions and/or forwards call to appropriate personnel.
• Researches customer inquiries and responds to appropriate parties in a timely manner.
• Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
• Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
• Performs data entry and matches documents to appropriate accounts to verify up to date and accurate information.
• Interfaces with team personnel, management, and customers in reference to customer service issues.
• Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
• Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement.

What we're looking for

• High school diploma or G.E.D.
• Four or more years of customer service or other telephone experience
• Experience working with organizational functions and personnel
• Experience working with fax machines, computer software, and telephone technology
• Experience working with and skilled in the use of help desk software

What you should expect in this role

• Video cameras must be used during all interviews, as well as during the initial week of orientation.
• Office environment.