Customer Service-CW

About the role

This is a high-energy role requiring individuals who can adapt to changes quickly in a fast-paced environment. The position involves receiving inbound calls from both Members and Providers regarding claims status, eligibility, and benefit information. Candidates must demonstrate empathy and the ability to control conversations with professionalism and caring.

Responsibilities

• Receive inbound calls from Members and Providers
• Provide claims status, eligibility, and benefit information
• Utilize computer systems proficiently
• Work with the Avaya system (training provided)
• Participate in on-camera training and adhere to Work from Home policy

Requirements

• High school diploma or GED required
• Customer service experience required
• Call center experience preferred (high call volume environment)
• Health Insurance Call Center experience preferred
• Must be able to work any shift between 8:00 AM – 8:00 PM
• Must be open to working the 11:30 AM – 8:00 PM shift (daily shift)
• Professional behavior required
• Must be able to be on camera and actively participate in training
• Internet speed test required: at least 100 Mbps download and 100 Mbps upload speeds

Attendance and performance expectations

• Attendance is critical; no time should be missed during the first three months of the assignment due to training pace
• Missing three days of training could result in immediate termination
• Candidates with 3 or more absences (including call-offs, late arrivals, or early departures) during the 6-week training period will be subject to contract termination
• No smoking of any type (including e-cigarettes, vape, etc.) during class or on phones
• Work from home is not a substitute for child-care or elder care
• Must adhere to current Work from Home policy

Training and retention bonuses

• Candidates who successfully complete the training program will receive a bonus
• To be eligible for training bonus: maintain acceptable attendance with no more than three absences or occurrences (including late or early departures), and meet all job description criteria
• Candidates who successfully complete the first 6 months on assignment will receive a retention bonus
• To be eligible for retention bonus: perform overall, maintain acceptable attendance standards, and not be on any type of documented coaching
• Candidates who successfully complete the first 6 months may be eligible to convert to full-time Gateway employees (dependent upon business needs and performance)