Call Center Representative - Team Lead - Montgomery, AL (Onsite)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

As Call Center Representative - Team Lead - Montgomery, AL (Onsite), 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.

This position is part of a cross-functional team responsible for handling inbound calls from providers and/or recipients of Alabama Medicaid. Call Center Representatives are responsible for listening to provider and/or recipient needs/issues and providing helpful solutions.

Your role in our mission

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 client 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
• Update address information, verify benefit limits. This is a very high-volume call center.
  
  

What We're Looking For

• Schedule Flexibility: Must be able to work a rotating schedule, including evening shifts, occasional Saturdays, and holidays, to support multiple departments including the Provider Assistance Center, Electronic Media Claims (EMC) Helpdesk, and the Recipient Call Center.
• 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.
• Work Schedule Requirements The standard schedule for this role is Monday–Friday from 8:00AM–5:00PM CST. However, due to the operational needs of the EMC Helpdesk and cross-departmental responsibilities, candidates must also be available for the following rotating shifts:
• Rotating Weekday Shift: Monday–Friday, 11:30AM–8:00PM CST
• Rotating Saturday Shift: 4-hour shifts, either 9:00AM–1:00PM CST or 1:00PM–5:00PM CST
• Rotating Holiday Shift: May include one of the following schedules: 7:00AM–1:00PM CST, 8:00AM–5:00PM CST, or 11:30AM–8:00PM CST
  

Please note: Employees do not consistently work the 11:30AM–8:00PM weekday shift, Saturdays, or holidays. These shifts are scheduled on a rotating basis. When scheduled for a Saturday shift, employees will receive a 4-hour split shift (10:00AM–2:00PM CST) on either Wednesday or Thursday to maintain a 40-hour work week.

What You Should Expect In This Role

• Onsite position in Montgomery, AL
• This position is for a Call Center Representative that will be cross-trained to take calls for both the Provider Assistance Center and the Electronic Media Claims Helpdesk.
• The Provider Assistance Center operates Monday–Friday, 8:00AM–5:00PM CST.
• The EMC Helpdesk operates Monday–Friday, 7:00AM–8:00PM CST; Saturdays, 9:00AM–5:00PM CST; and on holidays with the exception of Thanksgiving and Christmas Day.
• As part of the application process for this position, you will be required to complete an assessment in order to proceed further.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.
  
  

Employee Benefits & Perks:

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 at Gainwell.

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 $32,700.00 - $46,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

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. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.