Remote Call Center Associate – Medicaid

About the role

The organization operates within the government healthcare services sector, supporting Medicaid programs through mission-critical services and solutions. They serve a broad client base including Fortune 100 companies and over 500 government entities, focusing on delivering consistent and reliable outcomes for clients and their beneficiaries. The REMOTE CALL CENTER ASSOCIATE – MEDICAID role is designed to provide high-quality customer service support specifically for Medicaid recipients and healthcare providers. The position involves handling inbound inquiries, resolving issues related to Medicaid benefits, eligibility, and claims, and contributing to an overall positive customer experience in a fast-paced call center setting. This role is vital for ensuring that Medicaid members and providers receive accurate information and support.

Responsibilities

• Respond to Virginia Medicaid member and provider inquiries using standard scripts and procedures
• Gather information, assess caller needs, research and resolve inquiries, and document calls
• Provide clear information regarding eligibility, claim status, and provider enrollment
• Follow documented policies and procedures including call handling and escalations
• Advocate for Medicaid recipients and providers to ensure their needs are met
• Meet productivity, attendance, and performance metrics
• Collaborate with team members to improve customer satisfaction
• Verify documents and images as assigned
• Complete required training

Requirements

• High school diploma or GED
• Background check and/or drug screening
• High-speed internet access and a quiet workspace
• Bilingual skills (Spanish preferred)
• Previous call center or customer service experience preferred
• Experience with Medicaid, Medicare, or health insurance preferred
• Computer system experience with data entry and documentation
• Knowledge of Medicaid Management Information System (MMIS) helpful
• Strong communication and customer service skills
• Ability to work in a fast-paced call center environment
• Reliable attendance and strong work ethic

Pay

Bilingual pay rate of $18.13 per hour

Benefits

• Medical, dental, and vision insurance from day one for eligible roles
• Paid time off and holidays
• Paid training

Schedule

Standard schedule: Monday through Friday, 8:30 a.m. to 5:00 p.m. EST, weekends off