Healthcare Call Center Representative

🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $29.1k - $41.6k / year

⏰ Full Time

🟢 Junior

📞 Call Center Representative

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Handle inbound and/or outbound calls related to healthcare services, Medicaid, eligibility, claims, billing, and provider inquiries • Assess customer needs and resolve questions or concerns during the first interaction whenever possible • Research inquiries using job aids, knowledge bases, contact center platforms, and other system tools • Escalate complex or unresolved issues through established escalation paths • Document customer interactions completely and accurately in required systems • Meet productivity and quality standards, including Average Handle Time, Quality Assurance scores, and schedule adherence • Identify recurring customer concerns, trends, and themes and communicate them to appropriate team members • Follow HIPAA, data privacy, security, and confidentiality requirements • Collaborate with peers, supervisors, and team leads to resolve inquiries and support operational objectives • Participate in cross-training, knowledge-sharing activities, and auxiliary functions as necessary • Support the Ohio Fiscal Intermediary account in a fast-paced contact center environment • Work Monday through Friday, 8:00 a.m. to 4:30 p.m. Eastern Time, or as required by business needs

🎯 Requirements

• At least one year of contact center or customer service experience • Experience supporting Medicaid, provider services, healthcare operations, or a related healthcare environment is preferred • Experience using contact center platforms such as NICE, CXone, Avaya, Verint, or similar tools • Basic to intermediate proficiency in Microsoft Office • Ability to navigate multiple systems simultaneously • Strong verbal communication and active listening skills • Strong attention to detail and organizational skills • Ability to manage multiple tasks accurately in a fast-paced environment • Effective problem-solving and critical-thinking skills • Ability to assess customer needs, research information, and determine the appropriate resolution • Must meet remote-work technology requirements, including a wired Ethernet connection and a minimum internet speed of 150 Mbps • Must complete the Assessment as part of the interview process • Video cameras must be used during all interviews and during the initial week of orientation

🏖️ Benefits

• Work flexibility • Learning and career development • Generous, flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies