Onsite Call Center Associate - Medicaid Support & Growth

Gainwell Technologies; Jackson (MS); On-site; USD 30,000 - 43,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Flexible vacation policy

Job summary

Gainwell Technologies is seeking a Call Center Representative for an onsite role in Jackson, MS. You will handle Medicaid and healthcare inquiries, assist with portal login issues, and ensure high-quality customer service from 8:00 AM to 5:00 PM CST, Monday to Friday.

Join a team dedicated to supporting providers and members, with training, performance assessments, and opportunities for professional growth. This position emphasizes empathy, accuracy, and efficient issue resolution.

Qualifications

• High school diploma or GED equivalent required; An associate or bachelor's degree is preferred
• Minimum of three years of customer service experience
• Proven experience collaborating with internal departments and personnel
• Familiarity with operating fax machines, telephone systems, and computer software applications

Responsibilities

• Respond to inbound calls from providers and members regarding Medicaid and healthcare inquiries.
• Serve as the first tier of support for web portal navigation, including login and password assistance.
• De-escalate situations with dissatisfied callers, providing empathetic and effective support.
• Handle complex tasks and assignments independently within defined processes.
• Utilize information systems, including internal databases, Medicaid websites, and knowledge management tools, to provide accurate information.
• Document all calls promptly and accurately.
• Prioritize and resolve most inquiries and issues independently, escalating more complex matters as needed.
• Stay informed about updates and changes to Medicaid and healthcare policies.
• Adhere to call quality standards to deliver an exceptional provider experience.
• Manage call handling times to help the team meet service level goals.
• Comply with contract requirements, business rules, and relevant legal and industry regulations.
• Perform other duties as assigned.

Skills

Customer service

Collaboration

Phone systems

Computer software

Education

High school diploma or GED

Associate or Bachelor's preferred

Tools

Fax machines

Telephone systems

General computer software

Job description

Gainwell Technologies is seeking a Call Center Representative for an onsite role in Jackson, MS. You will handle Medicaid and healthcare inquiries, assist with portal login issues, and ensure high-quality customer service from 8:00 AM to 5:00 PM CST, Monday to Friday.

Join a team dedicated to supporting providers and members, with training, performance assessments, and opportunities for professional growth. This position emphasizes empathy, accuracy, and efficient issue resolution.