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Remote Call Center Agent- Provider Services
Remote Call Center Agent- Provider ServicesFortuna BMC • Tallahassee, FL, US
Remote Call Center Agent- Provider Services

Remote Call Center Agent- Provider Services

Fortuna BMC • Tallahassee, FL, US
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Remote Call Center Agent- Provider Services

Join our team as a Call Center Agent to support Florida Medicaid providers by answering claims and eligibility-related inquiries. In this role, you will provide excellent customer service, conduct self-research using Medicaid resources, and follow up on unresolved cases to ensure resolution. This position requires strong verbal communication skills, problem-solving abilities, and a commitment to detailed documentation. You will have access to reference materials and resources to guide providers and members effectively. This is a remote position, but you must live in Tallahassee, Florida.

WORKSITE : Fully remote but must live in Tallahassee, Florida.

WORK SCHEDULE : Full-time position with structured weekday hours (8 : 30 AM - 5 : 00 PM, Monday-Friday)

COMPENSATION : $16.00 Per Hour

WHAT WE OFFER :

  • Paid sick leave based on state regulations after 90 days of employment
  • Medical, dental, and vision are offered after a waiting period (60% paid by Fortuna)
  • Free TeleMedicine and Mental Health for all employees and their families
  • Additional volunteer options such as Group Life Insurance, Accidental Insurance, Critical Care, Short Term Disability

WHAT YOU'LL DO :

  • Answer 40-50 inbound calls daily from Florida Medicaid providers, delivering excellent customer service.
  • Resolve claims, eligibility, and billing inquiries, ensuring accurate information is provided.
  • Conduct self-research using Medicaid resources and the Medicaid website for policy-related questions.
  • Follow up on complex issues, ensuring proper call resolution, including callbacks and closing call references.
  • Maintain detailed call logs and document interactions for future reference.
  • Escalate complex, non-routine inquiries to supervisors when needed.
  • Assist providers in navigating Medicaid web services and other online resources.
  • Support and train new team members as needed.

    • WHAT YOU'LL BRING :

  • Two or more years of Call Center experience, either face-to-face or via phone.
  • Strong verbal communication skills and ability to ask fact-finding questions.
  • Detail-oriented with excellent documentation and note-taking skills.
  • Reliable and punctual, with a commitment to follow through on tasks.
  • Proficient in typing and computer navigation.
  • Minimum of a high school diploma or GED.
  • Previous experience in a professional customer service setting is preferred.
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    Call Center Agent • Tallahassee, FL, US