Summary

As a Call Center Representative - Montgomery, AL (Onsite) 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.This position is part of a cross-functional team responsible for handling inbound calls from providers and/or recipients of Alabama Medicaid. Call Center Representatives are responsible for listening to provider and/or recipient needs/issues and providing helpful solutions. This is a very high-volume call center.

Your role in our mission

This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes.

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
• Update address information, verify benefit limits, adhere to the client’s SLAs, and consistently meet production targets
• Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
• Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow
• This position is for a Call Center Representative that will be cross-trained to take calls for both the Provider Assistance Center and the Electronic Media Claims Helpdesk.

What we're looking for

• Call Center Experience: Minimum of 1 year of experience in a call center environment preferred.
• Customer Service: Demonstrated ability to provide high-quality customer service, primarily over the phone, to Medicaid recipients.
• Eligibility & Claims Support: Assist recipients with a range of inquiries related to eligibility and claims payments, providing clear and accurate information.
• Problem Resolution: Identify and resolve common issues, including demographic and provider-related discrepancies that may impact eligibility or claim processing.
• Transportation Support: Submit Non-Emergency Transportation (NET) vouchers and collaborate with NET coordinators and Medicaid Agency Case Managers to ensure service accuracy and continuity

What you should expect in this role

• Onsite position in Montgomery, AL
• The Provider Assistance Center operates Monday–Friday, 8:00AM–5:00PM CST.
• The EMC Helpdesk operates Monday–Friday, 7:00AM–8:00PM CST; Saturdays, 9:00AM–5:00PM CST; and on holidays with the exception of Thanksgiving and Christmas Day.
• As part of the application process for this position, you will be required to complete an assessment in order to proceed further.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.

Employee Benefits & Perks:

• Health benefits (medical, dental, and vision) begin on Day 1 of employment.
• 401(k) with company match and additional benefits become available within the first few months.
• Employees can take advantage of the flexible vacation policy after 90 days of employment. Any exceptions require manager approval before the employee's start date at Gainwell.
• Career growth and advancement opportunities are encouraged and supported.
• A company-provided computer is supplied for work use.

    #LI-ONSITE  #LI-PP1  #LI-CM1