[Hiring] Service Representative @Gainwell Technologies LLC

Role Description

The CLTS Service Representative is integral to supporting the Wisconsin Children's Long-Term Support (CLTS) program. This role involves researching and resolving inquiries from various stakeholders, including providers, County Waiver Agencies (CWAs), and the Wisconsin Department of Health Services (DHS). The ideal candidate will effectively use internal systems to address questions and issues, ensuring customer satisfaction through timely and quality responses. This position also involves occasional training sessions, both onsite and virtual, and requires independent decision-making within a team-oriented environment.

• Research & Resolution: Address and resolve third-party administrator (TPA) questions and issues from providers, CWAs, and DHS staff.
• Systems Utilization: Use internal software tools to research and resolve inquiries effectively.
• Customer Satisfaction: Ensure high levels of customer satisfaction by providing timely and accurate responses.
• Relationship Building: Develop and maintain strong business relationships with all stakeholders.
• Training & Education: Conduct occasional onsite or virtual training sessions for providers, CWAs, and DHS staff.
• Independent Decision-Making: Manage responsibilities and make independent decisions with limited supervision.

Qualifications

• 1-3 years of relevant work experience in a related field is desired.
• A solid understanding of Wisconsin Medicaid and general knowledge of commercial and government healthcare insurance programs.
• Excellent research and problem-solving skills are crucial for this role.
• Ability to communicate effectively and professionally with all stakeholders.
• Proficiency in using computers, including Microsoft Office, and the ability to learn organization-specific software.

Requirements

• This is a 100% remote position work from home, MUST RESIDE in WISCONSIN.
• Availability to work an 8 hour shift between the hours of 7:30 a.m. - 4:00 p.m. CST or 8:30 a.m. - 5:00 p.m. CST, Monday through Friday.
• Collaborate with a team while managing your own responsibilities independently.
• Gain in-depth knowledge of internal policies, procedures, and systems.
• Regularly interact with providers, CWAs, and DHS staff to resolve inquiries and issues.
• Be prepared to lead or participate in training sessions to educate stakeholders.
• Expect a mix of routine tasks and unique challenges that require creative problem-solving.
• Opportunities for professional growth and skill development within the organization.

Benefits

• Eligible employees may participate in Gainwell’s comprehensive benefits program, which includes medical, dental, vision, 401(k), paid time off, and other employee wellness and support programs.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies to help build your skills and capabilities.