Senior Customer Support - Montgomery, AL (Onsite)
About The Position
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. Here are the details on this position. 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 a very high-volume call center.Your role in our missionThis is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes.
Requirements
- Schedule Flexibility: 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.
- Call Center Experience: Minimum of 1 year of experience in a call center environment preferred.
- Customer Service: Demonstrated ability to provide high-quality customer service, primarily over the phone, to Medicaid recipients.
- Eligibility & Claims Support: Assist recipients with a range of inquiries related to eligibility and claims payments, providing clear and accurate information.
- Problem Resolution: Identify and resolve common issues, including demographic and provider-related discrepancies that may impact eligibility or claim processing.
- Transportation Support: Submit Non-Emergency Transportation (NET) vouchers and collaborate with NET coordinators and Medicaid Agency Case Managers to ensure service accuracy and continuity.
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, verify benefit limits, update address information and account history, conduct 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. Any exceptions require manager approval before the employee's start date at Gainwell.
- Career growth and advancement opportunities are encouraged and supported.
- A company-provided computer is supplied for work use.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
