Call Center Representative - Healthcare - Baton Rouge, LA

Summary

As a Call Center Representative - Healthcare - Baton Rouge, LA 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.

We’re seeking a motivated and energetic individual to join our team in Baton Rouge, LA as a Call Center Representative. 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 provider calls, delivering accurate support while meeting performance standards, including resolving 92% of calls within 3–5 minutes.

• Communicate professionally and efficiently to resolve issues, while maintaining strong relationships with providers, clients, members, and team members.

• Accurately document and track all interactions in the designated system, ensuring proper follow-up and data integrity.

• Demonstrate strong multitasking, attention to detail, and information retention in a fast-paced environment, while supporting team and departmental goals.

• Maintain consistent attendance, adhere to schedules, and ensure full HIPAA compliance to protect 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; healthcare experience preferred
• 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 primarily a remote position; however, candidates must reside within driving distance of our Baton Rouge office (8591 United Plaza Blvd, Suite 270, Baton Rouge, LA 70809). . 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.”

“This posting is intended for pipelining. We will accept applications on an ongoing basis.”

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