Call Center Representative - Ridgeland, MS (Onsite)

Gainwell Technologies LLC•Ridgeland, MS

8d•$29,100 - $41,600•Onsite

About The Position

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. 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. This assessment helps us evaluate key competencies relevant to the role, including communication skills, multitasking abilities, and problem-solving capabilities.

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.