Senior Assistant, Customer Support
Job description
Summary
As a Senior Assistant, Customer Support 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 — 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.
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
What we're looking for
- 2 or more years of customer service experience in any industry
- Knowledge of basic help desk software, computer software and Microsoft Office applications
- Strong problem-solving skills to bring inquiries to effective resolution
- Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally
- Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries
What you should expect in this role
- Opportunities to travel through your work (0-10%)
Skills mentioned
At Gainwell Technologies, we are at the forefront of pioneering advancements in health and human services. Through groundbreaking technology, we are revolutionizing how public sector agencies and commercial health plans operate and deliver care to millions. Our innovative solutions are designed to enhance outcomes, improve efficiency, and ensure the integrity of vital healthcare programs. We harness the power of data analytics, cloud-based platforms, and digital tools to create a more connected and responsive healthcare ecosystem. Our commitment to innovation is unwavering as we develop and implement next-generation systems that address the complex challenges facing the healthcare industry today. This includes modernizing Medicaid management systems, developing sophisticated data repositories for public health, and creating AI-powered tools to improve member engagement and provider experiences. We empower our clients with scalable and flexible technologies that not only meet current needs but also anticipate future demands, ensuring they can adapt to the ever-evolving landscape of healthcare. Gainwell Technologies is dedicated to fostering a culture of innovation where new ideas are encouraged and transformative solutions are born. We invest in research and development to explore emerging technologies like artificial intelligence, machine learning, and blockchain, seeking new ways to drive meaningful improvements in health and human services. Our team of experts collaborates closely with clients to understand their unique challenges and co-create solutions that deliver tangible results. By focusing on technological breakthroughs, we aim to simplify complex processes, improve access to care for vulnerable populations, and ultimately contribute to healthier communities. Our work impacts millions of lives, and we are driven by the mission to make healthcare more efficient, effective, and equitable for everyone. Through continuous innovation and a deep understanding of the health and human services domain, Gainwell Technologies is shaping the future of healthcare technology.
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