Contact Center Provider Services Remote USA

Responsibilities

• Engage promptly and professionally with providers and members through inbound/outbound calls, emails, live chat, and other platforms, addressing inquiries with empathy, accuracy, and composure.
• Listen carefully to questions and concerns, providing clear and accurate information in alignment with company policies and procedures, and escalate complex issues to leadership when appropriate.
• Document all interactions, feedback, and resolutions accurately in the CRM or case management system, and share insights on recurring issues to support process improvement.
• Collaborate effectively with team members and supervisors to coordinate support, maintain a positive work environment, and ensure issues are routed to the appropriate departments.
• Maintain high-quality, positive contact experiences by following established scripts and guidelines, demonstrating strong attention to detail, and meeting or exceeding established KPIs, including call quality, handle time, customer satisfaction, and adherence to scripts, quality standards, and scheduled work hours.

Requirements

• A high school diploma/GED.
• 1–2 years of experience in customer service, preferably in healthcare.
• Strong organizational and communication skills, with high attention to detail and the ability to actively listen, show empathy, and respond to member and/or provider concerns with compassion and clarity.
• Ability to multitask and navigate multiple systems simultaneously.

Qualifications

High school diploma/GED required.

Skills

• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Knowledge of healthcare regulations and compliance.

Benefits

Gainwell offers a competitive compensation package, including:

• Professional growth through training and mentorship.
• A fast-paced role in a metrics-driven environment with direct impact on providers serving the Medicaid programs and benefits.
• Flexible work schedules: 8:00AM – 4:30PM or 8:30AM – 5:00PM EST.
• Base pay range: $29,100.00 - $41,600.00 per year.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Education assistance.

Pay

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.

Schedule

In either 8:00AM – 4:30PM or 8:30AM – 5:00PM EST.