Call Center Specialist- Anchorage, AK (Hybrid)

Gainwell Technologies LLC•Anchorage, AK

2d•$35,900 - $51,300•Hybrid

About The Position

HMS is hiring Call Center Representatives to support the Alaska Medicaid account. The role works in a fast-paced environment handling calls from members and providers. The position follows a hybrid model with in-office and work-from-home days to be defined. Employees assigned to work from home must have reliable high-speed internet connectivity, with a minimum broadband speed of 24 Mbps download and 8 Mbps upload. Remote employees may sometimes be required to report to the office to support work efforts.

Requirements

High school diploma or G.E.D.
Four or more years of customer service or other telephone experience.
Experience working with organizational functions and personnel.
Experience working with fax machines, computer software, and telephone technology.
Experience working with and skilled in the use of help desk software.
Business and analytical problem-solving skills.
Communication skills.
Ability to work independently.
Ability to follow oral and written directions.

Responsibilities

Answer telephone calls, respond to moderately complex customer questions, and forward calls to appropriate personnel when needed.
Research customer inquiries and respond to appropriate parties in a timely manner.
Record calls, process requests, and update account histories with inquiry results and proper documentation.
Process and distribute incoming and outgoing mail for multiple clients in accordance with established service level agreements.
Perform data entry and match documents to appropriate accounts to verify that information is current and accurate.
Interface with team personnel, management, and customers regarding customer service issues.
Review client reports weekly to ensure data integrity and prepare and submit reports to management.
Review and recommend modifications to procedures and workflow to support efficient and effective transaction processing.
Monitor daily transactions to ensure policies and procedures comply with service level agreements.