Telephone Inquiry Specialist

Summary

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.

Your role in our mission

• Interact regularly with the Medicaid provider community, applying knowledge of established policies and procedures in answering inquiries, gathering information, and resolving problems and disputes in a timely and professional manner.
• Serves as an escalation point for provider requests and issues, escalating when necessary and following through to resolution.   
• Works independently and collaborates with a team and leadership to ensure exceptional customer service, alignment with business strategy and timely and successful delivery of our solutions according to customer expectations, needs, and objectives.
• Develops and maintains a solid understanding of state and federal regulatory requirements, dental claims, and applicable Medicaid programs.
• Provides feedback and contributes to reporting to identify trends, establishing and meeting team goals and expectations, improving processes, and maximizing efficiency and customer satisfaction.

What we're looking for

• A minimum of two (2) years of experience in a call center environment involving customer interaction is required.
• Dental experience preferred
• Experience working with computer software and telephone technology and skilled in the use of help desk software.
• Have experience in the healthcare industry in provider, insurance, operations, or administration, with Medicaid and/or Medicare knowledge and experience strongly desired.
• Strong organizational, analytical, critical thinking, and customer service skills, along with exceptional attention to detail.

What you should expect in this role

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• Must be a resident of the state of California.
• Communication skills both written and oral.
• Ability to follow oral and written directions.
• Ability to navigate Microsoft Word, Microsoft Teams, Microsoft Outlook, and internet browsers.
• Hybrid work environment 1-2 days a week in the office as needed for face-to-face and client meetings with the remainder of time remote work.  The office is located in the Roseville/Sacramento area.

Gainwell Technologies

620 Roseville Parkway

Roseville, CA 95847