Call Center Representative - Ridgeland, MS (Onsite)

Summary

Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

About the role

Your role in our mission
Respond to inbound calls from providers and members regarding Medicaid and healthcare inquiries.
Serve as the first tier of support for web portal navigation, including login and password assistance.
De-escalate situations with dissatisfied callers, providing empathetic and effective support.
Handle complex tasks and assignments independently within defined processes.
Utilize information systems, including internal databases, Medicaid websites, and knowledge management tools, to provide accurate information.
Document all calls promptly and accurately.
Prioritize and resolve most inquiries and issues independently, escalating more complex matters as needed.
Stay informed about updates and changes to Medicaid and healthcare policies.
Adhere to call quality standards to deliver an exceptional provider experience.
Manage call handling times to help the team meet service level goals.
Comply with contract requirements, business rules, and relevant legal and industry regulations.
Perform other duties as assigned.

Responsibilities

• Respond to inbound calls from providers and members regarding Medicaid and healthcare inquiries.
• Serve as the first tier of support for web portal navigation, including login and password assistance.
• De-escalate situations with dissatisfied callers, providing empathetic and effective support.
• Handle complex tasks and assignments independently within defined processes.
• Utilize information systems, including internal databases, Medicaid websites, and knowledge management tools, to provide accurate information.
• Document all calls promptly and accurately.
• Prioritize and resolve most inquiries and issues independently, escalating more complex matters as needed.
• Stay informed about updates and changes to Medicaid and healthcare policies.
• Adhere to call quality standards to deliver an exceptional provider experience.
• Manage call handling times to help the team meet service level goals.
• Comply with contract requirements, business rules, and relevant legal and industry regulations.
• Perform other duties as assigned.

Requirements

• High school diploma or GED equivalent required
• Minimum of three years of customer service experience
• Proven experience collaborating with internal departments and personnel
• Familiarity with operating fax machines, telephone systems, and computer software applications

Qualifications

• None specified

Skills

• Customer service skills
• Problem-solving skills
• Information systems proficiency
• Call handling and de-escalation skills

Benefits

• Video cameras must be used during all interviews, as well as during the initial week of orientation.
• This posting is intended for pipelining.
• We will accept applications on an ongoing basis.
• The pay range for this position is $29,100.00 - $41,600.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

What We're Looking For

High school diploma or GED equivalent required
Minimum of three years of customer service experience
Proven experience collaborating with internal departments and personnel
Familiarity with operating fax machines, telephone systems, and computer software applications

Harver Assessment Requirement

As part of our interview process, all candidates must complete the Harver Assessment. This assessment helps us evaluate key competencies relevant to the role, including communication skills, multitasking abilities, and problem-solving capabilities.

What You Should Expect In This Role

• This position is onsite in Ridgeland, MS.
• The work schedule is Monday through Friday, 8:00 AM to 5:00 PM CST.
• Training is approximately 3 weeks.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.

Pay Range

The pay range for this position is $29,100.00 - $41,600.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Company Information

• Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.