Call Center Representative - Baton Rouge, LA (Hybrid)

Summary

We’re seeking a motivated and energetic individual to join our team in Baton Rouge, LA as a Provider Services Call Center Agent. In this role, you will assist healthcare professionals with billing requirements, policy questions, and other Medicaid-related inquiries. You'll be expected to research complex issues, maintain up-to-date knowledge of policies, and log all interactions accurately.
This position requires excellent oral and written communication skills, strong customer service abilities, professional telephone etiquette, and a positive, patient attitude. Candidates should be self-starters who can multitask and solve problems effectively in a fast-paced environment. Proficiency in Microsoft Office and the ability to navigate multiple computer systems is essential.

Your role in our mission

• Handle a high volume of inbound calls and provide accurate assistance to healthcare providers.
• Meet and maintain performance standards, including resolving 92% of provider calls within 3–5 minutes, as required by contract.
• Communicate professionally and efficiently with providers to resolve issues.
• Accurately log and track all call interactions in the designated call tracking system.
• Support team objectives and collaborate with coworkers to meet departmental goals.
• Demonstrate strong multitasking and information retention abilities in a high-paced environment.
• Maintain effective and professional relationships with clients, coworkers, providers, and members.
• Adhere to scheduled work hours and maintain consistent attendance.
• Uphold HIPAA compliance and ensure confidentiality of sensitive information.

What we're looking for

• High School Diploma or equivalent (GED)
• 1–2 years of experience in customer service or a call center environment
• Basic proficiency with Microsoft Office applications (Outlook, Word, Excel)
• Experience working with Medicaid programs preferred
• Familiarity with medical claims processing or review preferred

What you should expect in this role

• Schedule: This is a hybrid position with both remote and onsite work. The standard work hours are Monday through Friday, 8:00 AM to 5:00 PM CST.
• Training: A comprehensive training program will be provided prior to onboarding. Training typically lasts 6 to 8 weeks.
• Assessment Requirement: All candidates are required to complete a Harver Assessment as part of the application process. This assessment evaluates key competencies such as communication, multitasking, and problem-solving.
• Video Interview Requirement: Candidates must use a webcam for all interviews and during the first week of orientation.
• Internet Requirements (for remote work):
  • A broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload is required.
  • Higher speeds are recommended to ensure optimal performance.
  • To test your internet speed, go to Google and search: “Internet Speed Test.”

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