Call Center Representative - Jackson, MS (Onsite)
About The Position
Gainwell Technologies is hiring an onsite Call Center Representative in Jackson, Mississippi. The role supports providers and members with Medicaid and healthcare inquiries, helping clients improve the health and well-being of the communities they serve. The representative responds to inbound calls, assists with web portal navigation, provides accurate information using internal and external information systems, and works to deliver a high-quality provider experience while meeting service-level goals. The position works Monday through Friday, 8:00 AM to 5:00 PM CST. Training lasts approximately three weeks. Candidates must complete a skills and competency assessment to advance in the selection process. Video cameras are required during interviews and the initial week of orientation. A company-provided computer is supplied for work use.
Requirements
- High school diploma or GED equivalent.
- At least three years of customer service experience.
- Proven experience collaborating with internal departments and personnel.
- Familiarity with fax machines, telephone systems, and computer software applications.
Nice To Haves
- Associate or bachelor's degree.
Responsibilities
- Respond to inbound calls from providers and members about Medicaid and healthcare inquiries.
- Provide first-tier support for web portal navigation, including login and password assistance.
- De-escalate dissatisfied callers by providing empathetic and effective support.
- Handle complex tasks and assignments independently within defined processes.
- Use 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 changes to Medicaid and healthcare policies.
- Follow 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
- Medical, dental, and vision health benefits beginning on the first day of employment.
- 401(k) with company match.
- Flexible vacation policy available after 90 days of employment; exceptions require manager approval before the start date.
- Career growth and advancement opportunities.
- Educational assistance.
- Leadership and technical development academies.
- Company-provided computer for work use.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
