Call Center Representative – Indianapolis, IN

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

As a Call Center Representative – Indianapolis, IN 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

• Delivering the high-quality customer service expected by Gainwell and our client, the State of Indiana, during every phone call.
• Demonstrating extensive knowledge to serve as a reliable resource for callers.
• Maintaining a commitment to punctuality, being available, and ready to assist callers at the start of each shift.
• Collaborating effectively as part of a team to achieve goals and meet performance standards.
• Recognizing that the Customer Assistance Call Center serves as an intermediary, not only between providers and members of Indiana’s Health Coverage Programs but also among various Gainwell departments involved in our account.

What we’re looking for

• Proficiency in Microsoft products, including Teams, Outlook, Edge, and similar tools.
• Familiarity with computer use, including laptops and associated peripherals such as monitors, keyboards, mice, and docking stations.
• Strong critical thinking, problem-solving, and multitasking skills, particularly while managing phone calls.
• Willingness to accept and apply constructive feedback provided during monthly Quality Reviews or as needed.
• Ability to document activities clearly and accurately, as well as maintain notes in the Medicaid Management Information System (MMIS) online.
• Adherence to Call Center procedures and protocols as outlined in the Customer Assistance Operating Procedures Manual (OPM).

What you should expect in this role

• The Call Center operates from 8:00 AM to 6:00 PM, Monday through Friday. New staff must be available to work any assigned 8-hour shift within these hours.
• The Call Center follows a hybrid work model, requiring some on-site days each month.
• Flexibility is essential regarding shift assignments and the types of calls or skills required.
• Harver Assessment Requirement: As part of our interview process, all candidates must complete the Harver Assessment. This assessment helps us evaluate key competencies relevant to the role, including communication skills, multitasking abilities, and problem-solving capabilities.

Work Location:

6612 East 75 Street Suite 550

Indianapolis, IN. 46250

#LI-HYBRID #LI-LS2 #LI-JA1 #LI-CM1

The pay range for this position is $29,100 – $41,600 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

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