Healthcare Contact Center Agent - Remote US

About the role

As a Healthcare Contact Center Agent at Gainwell, you’ll contribute to improving the health and well-being of community members by providing knowledgeable responses to client inquiries, resolving problems, and updating account history. You’ll collaborate with team members and management to meet service level agreements (SLAs) and production targets while recommending process improvements to enhance efficiency.

Responsibilities

• Provide knowledgeable responses to basic client questions; escalate complex cases to appropriate staff
• Solve client problems, update account history, and follow up to confirm resolution
• Adhere to client SLAs and consistently meet production targets
• Collaborate with team members, management, and clients to resolve inquiries
• Cross-train new resources in customer service processes
• Review and recommend changes to procedures and workflows to improve efficiency

Requirements

• 2 or more years of customer service experience in any industry
• Knowledge of basic help desk software, computer software, and Microsoft Office applications
• Strong problem-solving skills to resolve inquiries effectively
• Excellent written and oral communication skills for professional client interactions
• Ability to work collaboratively and identify the correct stakeholders for issue resolution
• Must be available to work a designated 8.5-hour shift Monday–Friday between 7:00 AM and 6:00 PM Eastern
• Ability to remain stationary (sitting or standing) for extended periods while using a computer and telephone headset
• Proficiency in operating standard office equipment (computer, keyboard, mouse, telephone)
• Regular attendance and punctuality to meet adherence and service level requirements

Benefits

• Generous, flexible vacation policy
• 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• Leadership and technical development academies to build skills and capabilities

Pay

The pay range for this position is $29,100.00 – $41,600.00 per year. Base pay may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience.