Call Center Representative - Remote Arkansas

About the role

This role falls under the Insurance/Healthcare job family and leverages call center expertise to support insurance and healthcare operations. The position is responsible for applying general insurance and healthcare policies in compliance with state and federal regulations. It serves as a subject matter expert for providers on enrollment and Credentialing Verification Organization (CVO) activities related to their submitted applications. The role involves responding to provider inquiries with a focus on issue resolution, guiding providers in navigating the GAMMIS system to access current and future information needs, and advising on the status of applications, including any outstanding documentation required for final review and disposition.

Responsibilities

• Handle Inbound calls from providers regarding CVO/Provider Enrollment
• Create CTN for each call as a record
• Escalate Concerns and issues to management as needed
• Participate productively as a member of a team
• Complete tasks beyond general support level
• Accept instruction and direction from leadership
• Manage tasks and assignments without detailed direction
• Identify, prioritize, and resolve some issues independently, and escalate more complex questions or issues appropriately.
• Comply with contract requirements, business unit rules and related legal regulations.

Requirements

• High School Diploma or equivalent; may hold 2-year post-high school Degree; may hold bachelor’s degree.
• Prior office or clerical experience preferred with the ability to follow written policies and procedures.
• 1-2 years of working experience in Contact (Call) Center; experience with CxOne, Avaya or previous call center software is a plus.
• Ability to access and retrieve information using a laptop and basic understanding of Microsoft Office products.
• Ability to follow procedural guidelines and work on assignments with limited instructions from leadership.

Qualifications

Candidates must be residents of Arkansas to be eligible for the remote position based in the state.

Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process.

Video cameras must be used during all interviews, as well as during the initial week of orientation.

To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload. Higher speeds are recommended for optimal performance.

To Test your internet download and upload speed:

Go to Google.
Search for Internet Speed Test or click here.

Benefits & Perks

• 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.
• 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.

Schedule

The schedule will be a schedule within a timeframe of 6:00 AM CST to 6 PM CST with two 10-minute breaks and a 30-minute lunch.

Pay Range

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.