Remote Call Center Associate – Medicaid

Job Summary

We’re hiring Remote Call Center Representatives for our Government Healthcare Solutions account in Richmond, VA to provide high-quality customer service support in a fast-paced call center environment. In this role, you will handle inbound customer calls, resolve inquiries, and deliver a positive customer experience while meeting performance goals. This is a great opportunity to learn Medicaid benefits, eligibility, and claims analysis to assist Medicaid recipients and healthcare providers.

Key Responsibilities

• Using a computerized system, responds to Virginia Medicaid member and provider inquiries in a call center environment using standard scripts and procedures.
• Gathers information, assesses caller needs, research and resolves inquiries and documents calls.
• Provides clear and concise information regarding eligibility, claim status and provider enrollment status.
• Follows documented policies and procedures including call handling and escalations.
• Overall acts as an advocate for both Medicaid recipients and providers to ensure their needs are met.
• Meet productivity, attendance, and performance metrics.
• Collaborate with team members to improve customer satisfaction.

Additional Duties as Assigned

• Verify documents and images.
• Complete required assigned training.

Required Qualifications

• High school diploma or GED required.
• Background check and/or drug screening.
• High speed internet access and space to work away from noise and distractions.
• Bilingual skills (Spanish speaking preferred).

Preferred Qualifications

• Previous call center or customer service experience.
• Previous experience with Medicaid, Medicare, or Health Insurance preferred.
• Computer system experience with data entry and database documentation knowledge.
• Knowledge of Medicaid Management Information System (MMIS) is helpful.
• Experience in handling inbound customer support calls.
• Strong communication and customer service skills.
• Ability to work in a fast-paced call center environment.
• Basic computer skills and ability to navigate multiple systems.
• Reliable attendance and strong work ethic.

Benefits

• Full-time employment.
• Competitive hourly pay.
• Benefits from day one (medical, dental, vision) for eligible roles.
• Paid time off and holidays.
• Paid training.
• Great Work Environment with career growth and advancement opportunities.
• Supportive and inclusive work environment.

Pay

Bilingual rate: $18.13 per hour.

Schedule

• Standard scheduled: 8:30am – 5:00pm EST, Monday through Friday.
• Weekends off.