Remote Call Center Associate – Medicaid
About the position
We’re hiring Remote Call Center Representatives for our Government Healthcare Solutions account in Richmond, VA to provide high-quality customer service support in a fast-paced call center environment. In this role, you will handle inbound customer calls, resolve inquiries, and deliver a positive customer experience while meeting performance goals. This is a great opportunity to learn Medicaid benefits, eligibility, and claims analysis to assist Medicaid recipients and healthcare providers.
Responsibilities
- Using a computerized system, responds to Virginia Medicaid member and provider inquiries in a call center environment using standard scripts and procedures.
- Gathers information, assesses caller needs, research and resolves inquiries and documents calls
- Provides clear and concise information regarding eligibility, claim status and provider enrollment status
- Follows documented policies and procedures including call handling and escalations.
- Overall acts as an advocate for both Medicaid recipients and providers to ensure their needs are met
- Meet productivity, attendance, and performance metrics
- Collaborate with team members to improve customer satisfaction
- Verify documents and images
- Complete required assigned training
Requirements
- High school diploma or GED required
- Background check and or Drug screening
- High Speed internet access and space to work away from noise and distractions
- Bilingual skills (Spanish speaking preferred)
- Previous call center or customer service experience
- Previous experience with Medicaid, Medicare, or Health Insurance preferred
- Computer system experience with data entry and database documentation knowledge.
- Experience in handling inbound customer support calls
- Strong communication and customer service skills
- Ability to work in a fast-paced call center environment
- Basic computer skills and ability to navigate multiple systems
- Reliable attendance and strong work ethic
Nice-to-haves
- Knowledge of Medicaid Management Information System (MMIS) is helpful
Benefits
- medical, dental, vision
- Paid time off and holidays
- Paid training
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
