Call Center Representative - Ridgeland, MS; Onsite

Overview

Call Center Representative - Ridgeland, MS at Gainwell Technologies. This role supports Medicaid and healthcare inquiries, delivering empathetic and effective assistance to providers and members while maintaining call quality and adherence to policies.

• 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.

• High school diploma or GED equivalent required
• 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
• Harver 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.

• This position is onsite in Ridgeland, MS.
• The work schedule is Monday through Friday, 8:00 AM to 5:00 PM CST.
• Training is approximately 3 weeks.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.

We have salary information available with placeholders:
The pay range for this position is [[salary

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Mid]] 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. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, sexual orientation, status as a protected veteran, disability, or other legally protected characteristics.