Senior Customer Support - Montgomery, AL (Onsite)

Summary

Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

About the role

This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes. Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed. Solve client problems, update account history, and follow up with clients to confirm their inquiry or request is resolved. Adhere to the client’s SLAs and consistently meet production targets. Collaborate with team members, management, and clients to resolve client inquiries; cross-train new resources in customer service processes. Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow.

Responsibilities

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Solve client problems, update account history, and follow up with clients to confirm their inquiry or request is resolved
• Adhere to the client’s SLAs and consistently meet production targets
• Collaborate with team members, management, and clients to resolve client inquiries; cross-train new resources in customer service processes
• Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

Requirements

• Schedule Flexibility: Must be able to work a rotating schedule, including evening shifts, occasional Saturdays, and holidays, to support multiple departments including the Provider Assistance Center, Electronic Media Claims (EMC) Helpdesk, and the Recipient Call Center.
• Call Center Experience: Minimum of 1 year of experience in a call center environment preferred.
• Customer Service: Demonstrated ability to provide high-quality customer service, primarily over the phone, to Medicaid recipients.
• Eligibility & Claims Support: Assist recipients with a range of inquiries related to eligibility and claims payments, providing clear and accurate information.
• Problem Resolution: Identify and resolve common issues, including demographic and provider-related discrepancies that may impact eligibility or claim processing.
• Transportation Support: Submit Non-Emergency Transportation (NET) vouchers and collaborate with NET coordinators and Medicaid Agency Case Managers to ensure service accuracy and continuity.

Qualifications

• High school diploma or equivalent.
• Minimum of 1 year of experience in a call center environment preferred.
• Demonstrated ability to provide high-quality customer service, primarily over the phone, to Medicaid recipients.
• Knowledge of Medicaid programs and eligibility criteria.
• Strong problem-solving and communication skills.
• Ability to work independently and manage time effectively.

Skills

• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite.
• Ability to multitask and prioritize tasks.
• Strong organizational and time management skills.

Benefits

• Health benefits (medical, dental, and vision) begin on Day 1 of employment.
• 401(k) with company match and additional benefits become available within the first few months.
• Flexible vacation policy after 90 days of employment.
• Company-provided computer for work use.

Pay

The pay range for this position is $27,200.00 - $38,900.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Schedule

This is an onsite position in Montgomery, AL. This position is for a Call Center Representative that will be cross-trained to take calls for both the Provider Assistance Center and the Electronic Media Claims Helpdesk. The Provider Assistance Center operates Monday–Friday, 8:00AM–5:00PM CST. The EMC Helpdesk operates Monday–Friday, 7:00AM–8:00PM CST; Saturdays, 9:00AM–5:00PM CST; and on holidays with the exception of Thanksgiving and Christmas Day.

Application Instructions

Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process. Video cameras must be used during all interviews, as well as during the initial week of orientation.