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

This position is part of a cross-functional team responsible for handling inbound calls from providers and/or recipients of Alabama Medicaid. Call Center Representatives are responsible for listening to provider and/or recipient needs/issues and providing helpful solutions.

Your role in our mission

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.
• Put your skills to work to 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
• Update address information, verify benefit limits. This is a very high-volume call center.

What we're looking for

• Education: High School Diploma or G.E.D. required.
• 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.
• Work Schedule Requirements: The standard schedule for this role is Monday–Friday from 8:00AM–5:00PM CST. However, due to the operational needs of the EMC Helpdesk and cross-departmental responsibilities, candidates must also be available for the following rotating shifts:
  • Rotating Weekday Shift: Monday–Friday, 11:30AM–8:00PM CST
  • Rotating Saturday Shift: 4-hour shifts, either 9:00AM–1:00PM CST or 1:00PM–5:00PM CST
  • Rotating Holiday Shift: May include one of the following schedules: 7:00AM–1:00PM CST, 8:00AM–5:00PM CST, or 11:30AM–8:00PM CST
• Remote Work Flexibility : Saturday and holiday shifts may be worked remotely, providing employees with additional flexibility and work-life balance.

 

Please note : Employees do not consistently work the 11:30AM–8:00PM weekday shift, Saturdays, or holidays. These shifts are scheduled on a rotating basis. When scheduled for a Saturday shift, employees will receive a 4-hour split shift (10:00AM–2:00PM CST) on either Wednesday or Thursday to maintain a 40-hour work week.

What you should expect in this role

• This is a onsite position in Montgomery, AL
• Interviews will be conducted in person at the Montgomery location.
• 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.
• As part of the application process for this position, you will be required to complete an assessment in order to proceed further.
• 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 download and upload speed:
  • Go to Google.
  • Search for Internet Speed Test or click here .

 

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. 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 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. 

Job Tags

Holiday work, Full time, Christmas work, Remote job, Flexible hours, Shift work, Rotating shift, Saturday, Weekday work, Monday to Friday,

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