Customer Support, Assistant

Required Function
Knowledge, Skills and Abilities
Ability to demonstrate customer service skills.
Ability to use and decipher file details.
Ability to use de-escalation techniques on calls.
Ability to pay attention to detail while on calls or processing files.
Ability to display manual dexterity in the use of a PC, phone, sorting, filing, and other office equipment.
Ability to demonstrate good keyboard skills.
Ability to maintain patient confidentiality.
Ability to work independently, under pressure, and within restricted timeframes.
Ability to adapt and thrive in a changing environment.
Ability to manage time effectively.
Ability to demonstrate a strong knowledge of customer service principles and practices.
Key Responsibilities
Answer incoming calls and provide courteous, professional, and knowledgeable assistance.
Follow established quality guidelines and security procedures during every customer interaction.
Use designated systems and available resources to research account information and answer customer questions accurately.
Resolve basic inquiries and escalate complex matters to the appropriate team members when needed.
Accurately document customer interactions and update account histories.
Follow up as appropriate to confirm that customer inquiries or requests have been resolved.
Meet established service-level agreements (SLAs), quality standards, and productivity expectations.
Collaborate with team members, management, and other stakeholders to resolve customer inquiries.
Identify and recommend opportunities to improve procedures, workflows, and the customer experience.
Perform other duties as assigned.
Work Schedule & Location
This is a remote position within the USA.
Position operates Monday through Friday, with shifts scheduled within standard office hours of 6:50 AM to 6:30 PM CST.
Specific shift assignments will fall within this time range based on business needs.
Requires the ability to communicate clearly via phone and computer, as well as manual dexterity for office equipment use.
Assessment & Interview Requirements
As part of the interview process, all candidates must complete the Harver Assessment.
The assessment evaluates key competencies relevant to the role, including:
Communication skills
Multitasking abilities
Problem-solving capabilities
Video cameras must be used during all interviews and during the initial week of orientation.
Technical Requirements
To work effectively in a teleworker or hybrid position with Gainwell, employees must have:
A broadband internet connection with a minimum speed of:
24 Mbps download
8 Mbps upload
Higher internet speeds are recommended for optimal performance.
To test internet speed, search "Internet Speed Test" on Google.

Qualifications
Required
High school diploma or G.E.D. required.
Preferred
Additional education preferred.
2 years of call center or customer service experience.
Experience in a healthcare or insurance environment.
Familiarity with help desk or CRM systems.
Skills
Strong customer service orientation.
Excellent verbal and written communication skills.
Proficiency in:
Microsoft Outlook
Microsoft Word
Microsoft Excel
About the Role
As a Customer Support, Assistant at Gainwell, 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, including some of the most vulnerable communities.
Connect your passion with purpose by collaborating with people who thrive on finding innovative solutions to healthcare's biggest challenges. Here are the details on this position.

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”