Remote Call Center Representative (US)

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 escalate 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.”

This posting is intended for pipelining. We will accept applications on an ongoing basis.

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