Call Center Representative - Baton Rouge, LA - Remote (Baton Rouge, LA, US, 7080

About the Role

In this role, the Call Center Representative will be the primary point of contact for healthcare providers, resolving complex issues, maintaining up-to-date knowledge of policies, and logging all interactions accurately. The role requires excellent oral and written communication skills, strong customer service abilities, professional telephone etiquette, and a positive, patient attitude. The representative will be expected to meet and maintain performance standards, including resolving 92% of provider calls within 3–5 minutes, as required by contract.

What You Will Do

• Handle a high volume of inbound calls from healthcare professionals and provide accurate assistance with billing requirements, policy questions, and other Medicaid-related inquiries.
• Research complex issues and maintain up-to-date knowledge of policies to provide the best possible support to healthcare providers.
• Log and track all call interactions in the designated call tracking system to ensure accurate record-keeping and performance monitoring.
• Communicate professionally and efficiently with providers to resolve issues and improve customer satisfaction.
• Support team objectives and collaborate with coworkers to meet departmental goals.
• Demonstrate strong multitasking and information retention abilities in a high-paced environment.
• Maintain effective and professional relationships with clients, coworkers, providers, and members.
• Adhere to scheduled work hours and maintain consistent attendance.
• Uphold HIPAA compliance and ensure confidentiality of sensitive information.

What We Are Looking For

• High School Diploma or equivalent (GED).
• 1–2 years of experience in customer service or a call center environment; healthcare experience is preferred.
• Basic proficiency with Microsoft Office applications (Outlook, Word, Excel).
• Experience working with Medicaid programs is preferred.
• Familiarity with medical claims processing or review is preferred.
• Excellent oral and written communication skills.
• Strong customer service abilities and professional telephone etiquette.
• Positive, patient attitude and ability to work in a fast-paced environment.

Nice to Have

• Experience in a remote work environment.
• Knowledge of call center software and technology.
• Certification in customer service or a related field.
• Bilingual or multilingual skills.

Benefits and Perks

• Comprehensive health benefits.
• 401(k) employer match.
• Generous, flexible vacation policy.
• Educational assistance.
• Opportunities for career development and growth.
• Remote work setup and stipend.
• Access to the latest technology and tools.
• Collaborative and dynamic work environment.

• Ensure you have a reliable internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload to handle the demands of remote work.
• Develop your skills in Microsoft Office applications, particularly Excel, to improve your chances of success in this role.
• Practice your communication and customer service skills through mock calls or role-playing exercises to prepare for the assessment and interview process.
• Highlight any experience you have in a call center or customer service environment, and be prepared to provide specific examples of how you handled difficult situations.
• Consider obtaining certifications in customer service or related fields to demonstrate your expertise and commitment to the profession.
• Prepare to discuss your ability to work independently in a remote environment and how you stay motivated and focused.
• Research Gainwell Technologies and its values to understand the company culture and how you can contribute to it.