[Remote] Healthcare Contact Center Agent

Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is an industry leader in healthcare solutions, seeking a Healthcare Contact Center Agent to provide exceptional customer service. This role involves handling inbound and outbound calls, researching claims, and ensuring compliance with healthcare regulations while delivering a positive contact experience.

Responsibilities

• Answer incoming calls promptly and professionally, addressing member or provider inquiries, and make outbound calls as needed. Ability to remain calm and professional in high pressure situations
• Accurately document all interactions in the system, ensuring records are updated and complete
• Maintain confidentiality and comply with HIPAA and other healthcare regulations
• Escalate complex issues to supervisors or appropriate departments when necessary
• Meet or exceed performance metrics including adhering to standardized call scripting and quality guidelines, call handle time, customer satisfaction and adhere to a daily work, lunch and break schedule

Skills

• High school diploma or equivalent required; associate degree or healthcare certification preferred
• 1+ year of experience in a call center or customer service role, preferably in a healthcare setting
• Knowledge of Medicaid/Medicare programs, state healthcare guidelines, or willingness to quickly learn complex program policies
• Strong communication with ability to show empathy and active listening skills to understand member and provider concerns and respond with compassion and clarity
• Demonstrate high attention to detail for compliance-driven processes, along with conflict resolution skills when speaking to frustrated providers or members
• Must be able to speak, read and write proficient English
• Ability to multitask and navigate multiple systems simultaneously and proficiency in Microsoft office and call center software
• Ability to remain calm and professional in high pressure situations
• Ability to operate standard office equipment, including computer, keyboard, mouse, and telephone
• Regular attendance and punctuality are essential to meet adherence and service level requirements
• Associate degree or healthcare certification
• Bilingual is a plus
• Familiarity with medical terminology and insurance processes is a plus

Benefits

• All salaried, full-time candidates are eligible for our generous, flexible vacation policy
• A 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• A variety of leadership and technical development academies to help build your skills and capabilities

Company Overview

Company H1B Sponsorship