Medicaid Call Center Representative - Tucker, GA (Hybrid)
About The Position
The Medicaid Call Center Representative supports Gainwell’s work helping clients deliver health and human services outcomes. The role responds to client inquiries, resolves customer concerns, maintains account histories, and follows up to ensure requests are resolved. It also requires meeting service-level agreements and production targets, collaborating with colleagues, management, and clients, and helping cross-train new team members. The representative may recommend procedure and workflow changes to improve inquiry processing. This is a hybrid position based in Tucker, Georgia, with onsite training lasting two to three weeks.
Requirements
- High school diploma or GED.
- At least two years of customer service experience.
- Strong verbal communication and critical-thinking skills, including the ability to de-escalate and resolve customer concerns.
- Ability to manage time and prioritize tasks in a fast-paced environment.
- Basic computer proficiency, including navigating multiple systems and typing while on the phone.
- Broadband internet connection with at least 24 Mbps download and 8 Mbps upload for teleworker or hybrid work.
Nice To Haves
- Call center experience is strongly preferred.
Responsibilities
- Provide knowledgeable responses to basic client questions and refer more complex cases to appropriate staff.
- Resolve client problems, update account histories, and follow up to confirm inquiries or requests are resolved.
- Adhere to client service-level agreements and meet production targets.
- Collaborate with team members, management, and clients to resolve inquiries.
- Cross-train new resources in customer service processes.
- Review procedures and workflows and recommend changes to improve the efficiency and effectiveness of processing inquiries.
Benefits
- Medical, dental, and vision benefits beginning on the first day of employment.
- 401(k) with company match.
- Flexible vacation policy after 90 days of employment; exceptions require manager approval before the start date.
- Career growth and advancement opportunities.
- Company-provided computer for work use.
- Educational assistance.
- Leadership and technical development academies.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
