Call Center Representative - Montgomery, AL - Onsite

Date: Apr 20, 2024

Location:

Montgomery, AL, US, 36117-6008

Req ID: 23959

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

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.

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
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
Update address information, verify benefit limits. This is a very high-volume call center.

What we're looking for

Minimum 1 years’ experience in a call center environment preferred.
Experience in health/human services and knowledge of Medicaid.
Provide excellent customer service primarily by telephone to Medicaid recipients.
Assist recipients with a variety of eligibility and claim payment questions.
Resolve basic questions and detect demographic and provider problems that impact eligibility and claims payment.
Submit Non-Emergency Transportation (NET) vouchers and interact with NET coordinators and Medicaid Agency Case Managers.

What you should expect in this role

Onsite position in Montgomery, AL
This position is for a Call Center Representative that will be cross trained to take both Provider Assistance Center and Electronic Media Claims Helpdesk call types.
The Provider Assistance Center is open Monday-Friday 8:00AM-5:00PM. The EMC Helpdesk is open Monday-Friday 7:00AM-8:00PM CST, Saturday 9:00AM-5:00PM CST, and all 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.

#LI-ONSITE #LI-JA1 #LI-CM1

The pay range for this position is $27,200.00 - $38,900.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.