Call Center Representative- Reno, Nevada- Remote (Any city, TX, US, 99999)

Summary

As a Call Center Representative- Reno, Nevada- Remote 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. The Medical Management Prior Authorization (PA) call center handles Nevada Medicaid calls related to prior authorizations, level of care determinations, Pre-admission screening and resident reviews (PASRR) screenings, and personal care service intakes. The call center staff also complete supported tasks outside of answering calls such as PASRR portal issues, email inquiries, and limited provider appeal processes. The call center representatives work to resolve caller issues and concerns and escalate as appropriate to the prior authorization voicemail lines for the specific authorization type, or to management for follow up.

Your role in our mission

• Handle inbound calls, providing professional and accurate assistance to members, providers, and partners.
• Research and resolve inquiries in a timely manner using multiple systems and resources.
• Document all call interactions clearly and accurately.
• Manage multiple responsibilities at once (taking calls, entering notes, navigating systems).
• Contribute to a positive, supportive, and performance-driven team culture.

What we're looking for

• 2+ years of customer service experience (call center or healthcare background preferred).
• Knowledge of basic help desk software, computer software and Microsoft Office applications
• Strong written and verbal communication skills. Detail-oriented, problem-solving mindset with eagerness to learn.
• Strong problem-solving skills to bring inquiries to effective resolution
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquirie
• Medicaid or insurance experience is a plus, but not required.

What you should expect in this role

• Work Schedule: 8:00 AM – 5:00 PM PST, Monday through Friday.
• Pay: Starting at $18.50/hr with potential adjustments based on experience.
• Remote Setup: Fully remote role, must reside in the US and be able to work PST hours.
• Technology: Stable internet connection required — minimum 24 Mbps download / 8 Mbps upload.
• Environment: Fast-paced, supportive, and mission-driven culture where accountability and teamwork matte