Service Representative - Remote WI

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

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.

Your role in our mission

• 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.

What we're looking for

• Experience: 1-3 years of relevant work experience in a related field is desired.
• 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 crucial for this role.
• Communication Skills: Ability to communicate effectively and professionally with all stakeholders.
• Technical Proficiency: Proficiency in using computers, including Microsoft Office, and the ability to learn organization-specific software.

What you should expect in this role

• Team Environment: Collaborate with a team while managing your own responsibilities independently.
• Learning Opportunities: Gain in-depth knowledge of internal policies, procedures, and systems.
• Customer Interaction: Regularly interact with providers, CWAs, and DHS staff to resolve inquiries and issues.
• Training Responsibilities: Be prepared to lead or participate in training sessions to educate stakeholders.
• Dynamic Workload: Expect a mix of routine tasks and unique challenges that require creative problem-solving.
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