Call Center Supervisor – EDI Helpdesk

🔥 16 hours ago

🇺🇸 United States – Remote

💵 $48.4k - $69.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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This company has sponsored H1B visas in the past.

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Lead, coach, and develop a team of EDI Helpdesk representatives through feedback, performance evaluations, training, and employee engagement initiatives • Oversee daily call center operations, including staffing, scheduling, attendance, and real-time performance monitoring • Ensure contractual Service Level Agreements (SLAs) and key performance indicators (KPIs) are met • Manage escalated provider and Trading Partner inquiries and ensure accurate, timely resolution according to Montana Medicaid policies, procedures, and regulatory requirements • Analyze call center performance metrics, quality results, and productivity trends • Identify opportunities for operational improvement and employee development • Support hiring, onboarding, training, and performance management activities • Maintain appropriate staffing levels and service quality • Review and improve operational procedures, training materials, and workflows • Collaborate with internal teams, operational leadership, and client representatives to resolve service challenges and support program objectives • Support Montana Medicaid's EDI Helpdesk for healthcare providers and Trading Partners

🎯 Requirements

• High school diploma or equivalent required; associate or bachelor's degree preferred • Call center experience with demonstrated supervisory or team leadership experience • Experience working in a healthcare, Medicaid, Electronic Data Interchange (EDI), or healthcare provider support environment • Strong leadership, coaching, communication, organizational, and problem-solving skills • Ability to manage a high-performing remote team • Experience monitoring call center KPIs, service levels, quality, and productivity • Ability to analyze data and drive performance improvements • Proficiency with Microsoft Office and contact center technologies • Ability to quickly learn new systems and processes • Ability to manage competing priorities and resolve escalated issues • Ability to make sound decisions in a fast-paced, high-volume environment • Ability to work independently, collaborate across teams, and adapt to changing operational and business needs • Availability to work Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time • Maintain a professional, secure, and distraction-free home workspace with reliable high-speed internet access • Complete required job-related assessments and background investigation • Attend all required training sessions, with no scheduled time off during the training period

🏖️ Benefits

• Work flexibility • Learning and career development • Flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies

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