Call Center Representative- Reno, Nevada- Remote

Gainwell Technologies LLC

6d•Remote

About The Position

The Medical Management Prior Authorization (PA) call center handles Nevada Medicaid calls related to prior authorizations, level of care determinations, Pre-admission screening and resident reviews (PASRR) screenings, and personal care service intakes. The call center staff also complete supported tasks outside of answering calls such as PASRR portal issues, email inquiries, and limited provider appeal processes. The call center representatives work to resolve caller issues and concerns and escalate as appropriate to the prior authorization voicemail lines for the specific authorization type, or to management for follow up.

Requirements

2+ years of customer service experience (call center or healthcare background preferred).
Knowledge of basic help desk software, computer software and Microsoft Office applications
Strong written and verbal communication skills.
Detail-oriented, problem-solving mindset with eagerness to learn.
Strong problem-solving skills to bring inquiries to effective resolution
Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries.

Nice To Haves

Medicaid or insurance experience is a plus, but not required.

Responsibilities

Handle inbound calls, providing professional and accurate assistance to members, providers, and partners.
Research and resolve inquiries in a timely manner using multiple systems and resources.
Document all call interactions clearly and accurately.
Manage multiple responsibilities at once (taking calls, entering notes, navigating systems).
Contribute to a positive, supportive, and performance-driven team culture.