Senior Customer Support - Montgomery, AL (Onsite)

Gainwell Technologies LLC • Montgomery, AL

8d • 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 Senior Customer Support - 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 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.
• 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.

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

Benefits

• Health benefits (medical, dental, and vision) begin on Day 1 of employment.
• 401(k) with company match and additional benefits become available within the first few months.
• Employees can take advantage of the flexible vacation policy after 90 days of employment.
• Career growth and advancement opportunities are encouraged and supported.
• A company-provided computer is supplied for work use.
• educational assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed