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Senior Assistant Customer Support
Ref No.: 22-04244
Location: Tucker, Georgia
o First two weeks are on site. Then remote for 40-60 days. Then 100% on site because the offices will reopen to everyone. Location is in Tucker GA
o Hours—various shifts depending on where the person is assigned. Shift will be between the hours of 8:30 am – 7 pm EST.
o Location: 100 Crescent Centre ParkwaySuite 1100 Tucker, GA 30084a
 

Responsible for answering inbound calls from members and providers related to Georgia Medicaid in a high-volume contact center environment.

Responsibilities

  • Identifies, prioritizes and resolves most questions and issues independently.
  • Receive calls and provide accurate, acceptable answers to queries and concerns.
  • De-escalate situations involving dissatisfied callers, offering patient assistance and support.
  • Guide callers through troubleshooting, navigating the Medicaid sites and or services.
  • Review customer or client accounts, providing updates and information per established program policies.
  • 1st Tier Help Desk Support for Web Portal Navigation and Password Assistance.
  • Claims Rejections.
  • File Rejections.
  • Participates productively as member of team, possibly in a team lead role.
  • Completes complex tasks, assignments and defined processes with some level of independence.
  • Multiple assignments worked and completed simultaneously as directed by leadership.
  • Escalates more complex questions or issues appropriately.
  • Complies with contract requirements, business unit rules and related industry and legal regulations.