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 communities by helping clients deliver better health and human services outcomes. This role involves providing knowledgeable responses to client questions, resolving problems, updating account history, and collaborating with team members to ensure inquiries are handled efficiently.

Responsibilities

• Provide knowledgeable responses to basic client questions; escalate complex cases to appropriate staff as needed
• Solve client problems, update account history, and follow up to confirm resolution of inquiries or requests
• 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 to consult
• 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
• Ability to operate standard office equipment, including computer, keyboard, mouse, and telephone
• Regular attendance and punctuality to meet adherence and service level requirements

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.

Benefits

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