Healthcare Call Center Unit Lead

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $41.9k - $59.8k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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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

• Provide daily guidance, coaching, and operational support to Healthcare Call Center Representatives handling member and provider inquiries • Assist representatives with complex customer situations, escalations, system navigation, healthcare benefit questions, and case resolution • Monitor team performance, quality, productivity, service levels, schedule adherence, and documentation accuracy • Identify opportunities for operational improvement • Reinforce established policies, procedures, compliance requirements, and customer service standards • Support training and knowledge-sharing activities • Partner with supervisors, Operations, Quality, Training, Workforce Management, and other support teams • Address operational needs and promote consistent service delivery • Serve as a day-to-day resource by reinforcing procedures, supporting escalations, sharing updates, and maintaining operational consistency

🎯 Requirements

• Three (3) or more years of customer service, call center, healthcare, insurance, Medicaid/Medicare, or related service experience • Previous experience as a Team Lead, Unit Lead, Senior Representative, SME, acting supervisor, or similar leadership role strongly preferred • Healthcare experience preferred, including exposure to benefits, eligibility, claims, Medicaid/Medicare, health insurance, pharmacy, or member/provider services • Strong coaching, communication, problem-solving, escalation management, and organizational skills • Ability to support employees in a fast-paced remote environment • Proficiency navigating multiple computer applications simultaneously • Experience with contact center platforms, CRM systems, Microsoft Office, and healthcare-related systems preferred

🏖️ Benefits

• Medical, dental, and vision benefits • 401(k) options • 401(k) employer match • Flexible vacation policy • Educational assistance • Leadership and technical development academies • Work flexibility • Learning and career development opportunities