Remote Call Center Representative (US)

Gainwell Technologies; Texas; Remote; USD 24,000 - 34,000; Full time

Benefits offered by this job

Flexible vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Gainwell Technologies in the United States is seeking a Remote Call Center Representative to support health plan members by answering calls, researching account information, and resolving inquiries.

You will work from home, Monday–Friday within CST hours, use Outlook/CRM tools, follow security guidelines, complete Harver assessments, and participate in orientation.

Qualifications

• High school diploma or GED; additional education preferred.
• 2+ years of call center or customer service experience.
• Healthcare or insurance environment experience is a plus.
• Strong customer service orientation with excellent verbal and written communication.
• Proficient in Outlook, Word, and Excel; familiarity with CRM systems.

Responsibilities

• Answer incoming calls with courteous, professional assistance.
• Follow quality guidelines and security procedures during interactions.
• Research account information and answer questions accurately.
• Resolve basic inquiries and escalate complex matters when needed.
• Document interactions and update account histories.
• Follow up to confirm resolution of inquiries.
• Meet SLAs, quality standards, and productivity expectations.
• Collaborate with team members and stakeholders to resolve inquiries.
• Identify opportunities to improve procedures and customer experience.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Office software

Education

High school diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

CRM systems

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 Remote Call Center Representative (US) 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

• Answer incoming calls and provide courteous, professional, and knowledgeable assistance.
• Follow established quality guidelines and security procedures during every customer interaction.
• Use designated systems and available resources to research account information and answer customer questions accurately.
• Resolve basic inquiries and elevate complex matters to the appropriate team members when needed.
• Accurately document customer interactions and update account histories.
• Follow up as appropriate to confirm that customer inquiries or requests have been resolved.
• Meet established service-level agreements, quality standards, and productivity expectations.
• Collaborate with team members, management, and other stakeholders to resolve customer inquiries.
• Identify and recommend opportunities to improve procedures, workflows, and the customer experience.
• Perform other duties as assigned.

What We’re Looking For

• High school diploma or G.E.D. required; additional education preferred.
• 2+ years of call center or customer service experience preferred.
• Experience in a healthcare or insurance environment is a plus.
• Strong customer service orientation with excellent verbal and written communication skills.
• Proficient in Microsoft Outlook, Word, and Excel; familiarity with help desk or CRM systems is a plus.

What You Should Expect In This Role

• This is a remote position in the USA.
• This position operates Monday through Friday, with shifts scheduled within our standard office hours of 6:50 AM to 6:30 PM CST.
• Specific shift assignments will fall within this time range based on business needs.
• Requires ability to communicate clearly via phone and computer; manual dexterity for office equipment use.
• Assessment Requirement: As part of our interview process, all candidates must complete the Harver Assessment. This assessment helps us evaluate key competencies relevant to the role, including communication skills, multitasking abilities, and problem-solving capabilities.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.
• To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload. Higher speeds are recommended for optimal performance.
• To test your internet speed, go to Google and search for “Internet Speed Test.”

The pay range for this position is $23,700.00 - $33,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

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.

Gainwell Technologies is 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), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.