Job Description

Great companies need great teams to propel their operations. 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. 

Summary

As a  Customer Service Representative – Call Center Representative at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

Your role in our mission

• Provide prompt, efficient, and friendly customer service by answering incoming phone calls: research and analyze callers' concerns regarding prior authorizations, level of care determinations, PASRR placement screenings, or personal care service intake to ensure successful outcomes and/or resolution.
• Respond to customer questions, provide comprehensive customer support, and/or forward the request to the appropriate personnel in a timely manner.
• Document calls as required including concerns, actions taken, and completing templates to ensure all information is captured. Provide accurate information by utilizing the resource materials provided within program manuals, processes, guides, and websites.
• Interact with team members, management, and customers in a professional manner and adhere to the client’s SLAs and consistently meet production targets.

What we're looking for

• High school diploma or G.E.D.
• Two or more years of inbound telephone customer service with strong organizational, analytical, critical thinking, and customer service skills, along with an exceptional attention to detail. Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
• Proficient knowledge of personal computers and applications such as Outlook, Microsoft Word, Microsoft Excel, CRM, and OneNote. Skilled in solving computer-related technical problems over the phone.
• Excellent time management, verbal, and written communication skills, ability to talk and type simultaneously and ability to multitask in a high paced environment and retain information.
• Experience in the healthcare industry in provider, member, insurance, or claims, with Medicaid knowledge and experience strongly desired.

What you should expect in this role

• Office environment expectation in a remote work from home location. May require commuted to closest Gainwell office for IT support or equipment pick up.
• Candidates must be available to work an 8-hour shift until 5pm Pacific, Monday through Friday.
• A fast-paced environment in an ever-evolving industry.
• #LI-REMOTE
• #LI-LS2
• Video cameras must be used during all interviews, as well as during the initial week of orientation .

The pay range for this position is $29,100 - $41,600 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

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