Senior Customer Support - Montgomery, AL; Onsite

Senior Customer Support - Montgomery, AL (Onsite)

Location:

Montgomery, AL, US,

As a Senior Customer Support – Montgomery, AL (Onsite) at Gainwell, you will harness technology to help our clients improve health and well‑being for the community’s most vulnerable members. Join the team that thrives on innovative solutions to healthcare challenges.

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 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.

• 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.

This is an onsite position in Montgomery, AL.

• This position is for a Call Center Representative cross‑trained to take calls for both the Provider Assistance Center and the Electronic Media Claims Helpdesk.
• The Provider Assistance Center operates Monday–Friday, 8:00 AM–5:00 PM CST.
• The EMC Helpdesk operates Monday–Friday, 7:00 AM–8:00 PM CST;
  Saturdays, 9:00 AM–5:00 PM CST; and on holidays, excluding Thanksgiving and Christmas Day.
• Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.

• 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.
• Employees can take advantage of the flexible vacation policy after 90 days of employment; any exceptions require manager approval before the employee’s start date.
• Career growth and advancement opportunities are encouraged and supported.
• A company‑provided computer is supplied for work use.

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.

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.