Summary
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.
Your role in our mission
This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes.
- 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
What we're looking for
- Minimum 1 years’ experience in a call center environment preferred.
- Experience in health / human services and knowledge of Medicaid.
- Provide excellent customer service primarily by telephone to Medicaid recipients.
- Assist recipients with a variety of eligibility and claim payment questions.
- Resolve basic questions and detect demographic and provider problems that impact eligibility and claims payment.
- Submit Non-Emergency Transportation (NET) vouchers and interact with NET coordinators and Medicaid Agency Case Managers.
What you should expect in this role
- Onsite position in Montgomery, AL
- This position is for a Call Center Representative that will be cross trained to take both Provider Assistance Center and Electronic Media Claims Helpdesk call types.
- The Provider Assistance Center is open Monday-Friday 8 : 00AM-5 : 00PM. The EMC Helpdesk is open Monday-Friday 7 : 00AM-8 : 00PM CST, Saturday 9 : 00AM-5 : 00PM CST, and all holidays with the exception of Thanksgiving and Christmas Day.
- As part of the application process for this position, you will be required to complete an assessment in order to proceed further.
- Video cameras must be used during all interviews, as well as during the initial week of orientation.
LI-ONSITE #LI-JA1 #LI-CM1
The pay range for this position is $27,200.00 - $38,900.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.
Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development.
All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a , and educational assistance.
We also have a variety of leadership and technical development academies to help build your skills and capabilities.
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