Job Description

Job Description

Contact Center Agent (Remote – CO Medicaid)

Location: 100% Remote ( Must be based in Mountain Time Zone or willing to work MST hours !!)

Schedule: Monday–Friday, 8:00AM–5:00PM MST

Type: Contract-to-Hire

Compensation: $16-17/hr. (target salary upon conversion: $43,000/year)

About the Team

This team supports Colorado healthcare providers with inquiries related to Medicaid services. We aim to resolve issues quickly, accurately, and with care—ensuring a smooth and informed experience for every provider interaction.

About the Role

We’re looking for a highly motivated and empathetic Contact Center Agent to support Colorado Medicaid providers by resolving inquiries related to claims, prior authorizations, member eligibility, and system navigation. In this role, you’ll help strengthen provider relationships by ensuring accurate and timely support, all while maintaining HIPAA and compliance standards.

This position is perfect for someone who thrives in a high-volume, remote call center environment and is passionate about healthcare operations, customer care, and problem-solving.

Key Responsibilities

• Answer inbound calls from Colorado medical providers regarding:
• Claims status and prior authorization
• Member eligibility verification
• Portal support and navigation
• Explanation of benefits and policy questions
• Ensure resolution on the first call while delivering a positive, professional experience
• Maintain accurate system documentation of each interaction
• Meet productivity, quality, and schedule adherence targets consistently
• Handle confidential information in accordance with HIPAA guidelines
• Collaborate with internal teams as needed to resolve complex inquiries

Required Qualifications

• High School Diploma or GED
• 1+ year of call center experience (ideally within healthcare or insurance)
• 1+ year of customer service experience
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Ability to work full-time, Monday–Friday, during Mountain Time hours
• Must be 18 years or older

Preferred Qualifications

• Bilingual (English/Spanish fluency)
• Experience with Microsoft Teams
• Prior experience working with Medicaid or healthcare customer service

Soft Skills That Make You Stand Out

• Strong communication and active listening skills
• Excellent attention to detail and documentation accuracy
• Problem-solving mindset with the ability to navigate change and ambiguity
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Adaptable and empathetic, especially when interacting with providers

Pride Global offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

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