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