Associate Customer Support (Escalation Specialist (Escalation Specialist)

Date: May 9, 2024

Location:

Tallahassee, FL, US, 32301-5020

Req ID: 24262

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

Work efficiently in a high-volume call center while maintaining a professional, polite manner. Assist callers with escalated coverage/enrollment related questions; accurately interpret policy Analyze customer’s inquiries and determine steps for resolution, interpret enrollment information, and application processing accuracy. Keep resource information up to date and organized. Document calls in a clear and consistent manner in computer system. Conduct appropriate research and follow-up for prompt resolution of disputed enrollment issues and escalations. Relay information to appropriate departments and personnel using established communication channels and procedures. Must be able to type and talk at the same time and navigate through multiple screens. Ability to maintain confidentiality and adhere to HIPAA requirements.– Level 3)

Your role in our mission

Assists with high call volume, email requests, and responds to complex customer questions and/or forwards call to appropriate personnel.
Research customer inquiries and responds to appropriate parties in a timely manner.
Processes escalation requests and updates account history with inquiry results to include proper documentation.
Interfaces with team personnel, management, and customers in reference to escalation updates and system issues that impact enrollment and/or claims processing.
Reviews and updates daily trackers to ensure data integrity; prepares and submits report to management as required.
Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

What we're looking for

A minimum of two successful years of enrollment experience, a positive attitude, and a commitment to delivering outstanding customer service.
Excellent verbal, written, and training communication skills.
An ability to create conditions for success by patiently clarifying enrollment requirements, conducting thorough research, and ensuring employee awareness of enrollment processes and procedures.
Strong analytical skills, proficiency in utilizing FMMIS research methodologies, attention to detail, critical thinking skills, and problem-solving abilities.
Intermediate proficiency with Microsoft Outlook, Word, Excel, PowerPoint and FMMIS.

What you should expect in this role

#LI-HYBRID
#LI-LS2

The pay range for this position is $31,400 - $44,800 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.