Customer Engagement Verification Supervisor

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $45.3k - $64.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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 daily operations for a remote team of Contact Center Agents and/or Unit Leads • Ensure productivity, quality, documentation, and service expectations are consistently achieved • Coach, mentor, and develop employees through feedback, performance discussions, team meetings, and individualized development support • Monitor customer outreach, verification activities, escalations, follow-up work, service metrics, and operational trends • Identify and resolve performance or process gaps • Partner with Operations, Quality, Workforce Management, Training, Reporting, and other internal stakeholders • Improve service delivery and operational effectiveness • Support onboarding, training reinforcement, procedural updates, workload management, and continuous improvement initiatives

🎯 Requirements

• Three (3) or more years of experience in a contact center, customer service, healthcare operations, Medicaid eligibility, outreach, insurance, or related service environment • One (1) to two (2) or more years of experience as a supervisor, team lead, unit lead, senior representative, or other people-leadership role • Healthcare, Medicaid, government program, insurance eligibility, verification, or customer outreach experience strongly preferred • Demonstrated experience coaching employees, managing performance, resolving escalations, monitoring quality/productivity metrics, and maintaining team accountability • Strong communication, analytical, organizational, and problem-solving skills • Working knowledge of Microsoft Office • Ability to operate effectively in a remote environment • Reliable high-speed internet connection • Dedicated professional workspace • Schedule flexibility, including possible overtime or adjustments during increased workload

🏖️ Benefits

• Flexible hours • Work-life balance • Continuous learning and career development • Medical, dental, and vision coverage • 401(k) retirement savings plan after 90 days of employment • Paid time off • Paid holidays • Employee wellness and financial benefits • Flexible vacation policy • 401(k) employer match • Educational assistance • Leadership and technical development academies