Call Center Representative - Ridgeland, MS (Onsite)

Gainwell Technologies LLC • Ridgeland, MS

110d

About The Position

As a Call Center Representative - Ridgeland, MS (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.

Requirements

• High school diploma or GED equivalent required.
• Minimum of three years of customer service experience.
• Proven experience collaborating with internal departments and personnel.
• Familiarity with operating fax machines, telephone systems, and computer software applications.
• Harver Assessment Requirement: As part of our interview process, all candidates must complete the Harver Assessment.

Responsibilities

• Respond to inbound calls from providers and members regarding Medicaid and healthcare inquiries.
• Serve as the first tier of support for web portal navigation, including login and password assistance.
• De-escalate situations with dissatisfied callers, providing empathetic and effective support.
• Handle complex tasks and assignments independently within defined processes.
• Utilize information systems, including internal databases, Medicaid websites, and knowledge management tools, to provide accurate information.
• Document all calls promptly and accurately.
• Prioritize and resolve most inquiries and issues independently, escalating more complex matters as needed.
• Stay informed about updates and changes to Medicaid and healthcare policies.
• Adhere to call quality standards to deliver an exceptional provider experience.
• Manage call handling times to help the team meet service level goals.
• Comply with contract requirements, business rules, and relevant legal and industry regulations.
• Perform other duties as assigned.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees