[Remote] Healthcare Contact Center Agent

Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is an industry leader in healthcare solutions, seeking a Healthcare Contact Center Agent to provide exceptional customer service. This role involves handling inbound and outbound calls, researching claims, and ensuring compliance with healthcare regulations while delivering a positive contact experience.ResponsibilitiesAnswer incoming calls promptly and professionally, addressing member or provider inquiries, and make outbound calls as needed. Ability to remain calm and professional in high pressure situationsAccurately document all interactions in the system, ensuring records are updated and completeMaintain confidentiality and comply with HIPAA and other healthcare regulationsEscalate complex issues to supervisors or appropriate departments when necessaryMeet or exceed performance metrics including adhering to standardized call scripting and quality guidelines, call handle time, customer satisfaction and adhere to a daily work, lunch and break scheduleSkillsHigh school diploma or equivalent required; associate degree or healthcare certification preferred1+ year of experience in a call center or customer service role, preferably in a healthcare settingKnowledge of Medicaid/Medicare programs, state healthcare guidelines, or willingness to quickly learn complex program policiesStrong communication with ability to show empathy and active listening skills to understand member and provider concerns and respond with compassion and clarityDemonstrate high attention to detail for compliance-driven processes, along with conflict resolution skills when speaking to frustrated providers or membersMust be able to speak, read and write proficient EnglishAbility to multitask and navigate multiple systems simultaneously and proficiency in Microsoft office and call center softwareAbility to remain calm and professional in high pressure situationsAbility to operate standard office equipment, including computer, keyboard, mouse, and telephoneRegular attendance and punctuality are essential to meet adherence and service level requirementsAssociate degree or healthcare certificationBilingual is a plusFamiliarity with medical terminology and insurance processes is a plusBenefitsAll salaried, full-time candidates are eligible for our generous, flexible vacation policyA 401(k) employer matchComprehensive health benefitsEducational assistanceA variety of leadership and technical development academies to help build your skills and capabilitiesCompany OverviewGainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital. It was founded in 2009, and is headquartered in Irving, Texas, USA, with a workforce of 10001+ employees. Its website is https://www.gainwelltechnologies.com/.Company H1B SponsorshipGainwell Technologies has a track record of offering H1B sponsorships, with 13 in 2026, 90 in 2025, 78 in 2024, 56 in 2023, 96 in 2022, 33 in 2021. Please note that this does not guarantee sponsorship for this specific role.