Senior Customer Support - Montgomery, AL (Onsite)

Join Gainwell as a Senior Customer Support to contribute to a cross-functional team responsible for handling inbound calls from providers and recipients of Alabama Medicaid. As a team member, you will provide knowledgeable responses to basic client questions, elevate complex cases, and adhere to client SLAs.

Requirements

• Schedule Flexibility: Must be able to work a rotating schedule, including evening shifts, occasional Saturdays, and holidays
• 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
• Transportation Support: Submit Non-Emergency Transportation (NET) vouchers and collaborate with NET coordinators and Medicaid Agency Case Managers to ensure service accuracy and continuity

Benefits

• Health benefits (medical, dental, and vision) begin on Day 1 of employment
• 401(k) with company match and additional benefits become available within the first few months
• Flexible vacation policy after 90 days of employment
• Career growth and advancement opportunities are encouraged and supported
• A company-provided computer is supplied for work use