Service Representative

4 weeks ago

Madison, Wisconsin, United States Gainwell Technologies LLC Full time
About the Role

We are seeking a highly skilled Service Representative to join our team at Gainwell Technologies LLC. As a Service Representative, you will play a critical role in supporting our clients by providing exceptional customer service and resolving complex issues.

Key Responsibilities
  • Research and Resolution: Conduct thorough research to resolve third-party administrator (TPA) questions and issues from providers, County Waiver Agencies (CWAs), and the Wisconsin Department of Health Services (DHS) staff.
  • Systems Utilization: Effectively use internal software tools to research and resolve inquiries, ensuring timely and accurate responses.
  • Customer Satisfaction: Ensure high levels of customer satisfaction by providing prompt and professional responses.
  • Relationship Building: Develop and maintain strong business relationships with all stakeholders, including providers, CWAs, and DHS staff.
  • Training and Education: Conduct occasional onsite or virtual training sessions for providers, CWAs, and DHS staff to educate them on our services and policies.
  • Independent Decision-Making: Manage responsibilities and make independent decisions with limited supervision, exercising sound judgment and problem-solving skills.
Requirements
  • Experience: 1-3 years of relevant work experience in a related field, preferably in healthcare or a related industry.
  • Healthcare Knowledge: A solid understanding of Wisconsin Medicaid and general knowledge of commercial and government healthcare insurance programs.
  • Problem-Solving Skills: Excellent research and problem-solving skills are essential for this role, with the ability to analyze complex issues and develop effective solutions.
  • Communication Skills: Ability to communicate effectively and professionally with all stakeholders, both verbally and in writing.
  • Technical Proficiency: Proficiency in using computers, including Microsoft Office, and the ability to learn organization-specific software.
What We Offer
  • Team Environment: Collaborate with a team while managing your own responsibilities independently, with opportunities for growth and development.
  • Learning Opportunities: Gain in-depth knowledge of internal policies, procedures, and systems, with opportunities for professional growth and skill development.
  • Customer Interaction: Regularly interact with providers, CWAs, and DHS staff to resolve inquiries and issues, building strong relationships and ensuring customer satisfaction.
  • Training Responsibilities: Be prepared to lead or participate in training sessions to educate stakeholders on our services and policies.
  • Dynamic Workload: Expect a mix of routine tasks and unique challenges that require creative problem-solving, with opportunities for growth and development.
  • Growth Potential: Opportunities for professional growth and skill development within the organization, with a focus on career development and work-life balance.

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