Customer Support Associate - Frankfort, KY (HYBRID)

Summary

The Customer Support Associate plays a critical role in supporting members, providers, and agencies by delivering accurate and timely assistance related to the Kentucky Medical Assistance Program. This role combines customer interaction, documentation, and system-based work to ensure compliance, service quality, and positive customer experiences. The position requires an initial on-site training period, followed by a hybrid work arrangement.

Your role in our mission

• Handle high-volume inbound call center inquiries related to Medicaid billing and coverage for the Kentucky Medical Assistance Program.

• Communicate clearly and professionally by phone while accurately documenting calls in a call tracking management system.

• Review, interpret, and apply Medicaid policies, regulatory guidelines, and procedural documentation during customer interactions.

• Manage multiple active cases and calls while maintaining accuracy, time management, and follow-through.

• Meet established call center performance, quality, and documentation standards.

What we're looking for

• Two or more years of Medicaid, healthcare billing, call center, or customer service experience preferred.

• Strong verbal communication skills with a clear, professional speaking voice and active listening ability.

• Ability to navigate multiple systems while engaging with customers in a phone-based environment.

• Self-motivated professional able to maintain productivity and quality in a structured call center setting.

• Strong organizational, multitasking, and time management skills in a high-volume environment.

What you should expect in this role

• Provide billing and coverage assistance for the KY Medical Assistance Program, responding to inbound inquiries and accurately documenting interactions in a call tracking system

• Review, interpret, and apply Medicaid policies, regulatory guidelines, and procedural documentation, completing both online and written correspondence

• Manage multiple tasks efficiently while demonstrating strong time management, follow-up, attention to detail, and accountability in a structured work environment

• Participate in on-site training for the first 4–6 weeks, then transition to a hybrid work model; standard schedule is 9:30 a.m. – 6:00 p.m. EST with scheduled breaks; company-provided equipment included

• Receive a comprehensive Gainwell benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, paid holidays, floating holidays, and employee wellness programs