Contact Center Representative - Montgomery, AL (Onsite)

Gainwell Technologies LLC•Montgomery, AL

2d•$27,200 - $38,900•Onsite

About The Position

As a Contact Center Representative - Montgomery, AL (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. This position is part of a cross-functional team responsible for handling inbound calls from providers and/or recipients of Alabama Medicaid. Call Center Representatives are responsible for listening to provider and/or recipient needs/issues and providing helpful solutions. This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes.

Requirements

Must be able to work a rotating schedule, including evening shifts, occasional Saturdays, and holidays, to support multiple departments including the Provider Assistance Center, Electronic Media Claims (EMC) Helpdesk, and the Recipient Call Center.
Minimum of 1 year of experience in a call center environment preferred.
Demonstrated ability to provide high-quality customer service, primarily over the phone, to Medicaid recipients.
Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process.
Video cameras must be on during all interviews and throughout the first week of orientation.

Nice To Haves

Call Center Experience: Minimum of 1 year of experience in a call center environment preferred.

Responsibilities

Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
Adhere to the client's SLAs and consistently meet production targets
Collaborate with team members, management, and clients to resolve client inquiries; cross-train new resources in customer service processes
Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow
Update address information, verify benefit limits. This is a very high-volume call center.
Assist recipients with a range of inquiries related to eligibility and claims payments, providing clear and accurate information.
Identify and resolve common issues, including demographic and provider-related discrepancies that may impact eligibility or claim processing.
Submit Non-Emergency Transportation (NET) vouchers and collaborate with NET coordinators and Medicaid Agency Case Managers to ensure service accuracy and continuity.