Lead Call Center Representative

🕒 September 8, 2025

🇺🇸 United States – Remote

💵 $32.7k - $46.7k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Healthcare Insurance • Human Services • Healthcare

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 by example, coach and mentor team members • Research and resolve escalations received at the member, provider, or client level • Identify continued training needs of the call center team • Help develop plans/guides for call center processes • Monitor staff and call volume; track queue activity and ensure agents adhere to schedules • Train and onboard new team members; provide ongoing coaching and support • Monitor live and recorded calls; provide timely constructive feedback • Assist in creating training materials, job aids, and performance tools • Reinforce company policies, team goals, and account expectations • Serve as resource and escalation point for complex inquiries • Collaborate with leadership to identify and implement process improvements • Complete outreach to providers to gather required information • Ensure compliance with all PHI protocols and requirements • Provide professional, positive communication with members and providers • Perform other duties as assigned by management

🎯 Requirements

• High school diploma or GED equivalent • Minimum of 4 years of customer service or call center experience, including phone-based support • Demonstrated experience coaching or mentoring peers in a professional setting • Proficient in computer systems, telephone technologies, and common business software • General computer knowledge including Microsoft Office, use of the internet, and email • Familiarity with help desk or customer service management systems • Strong mathematical, verbal, and written communication skills • Ability to balance accuracy, quality, and efficiency • Willingness and ability to learn internal systems, processes, and programs • Quick learner with problem-solving and decision-making skills • Adaptability and collaboration in a fast-paced, production-driven environment • Flexibility to work a variable schedule to support peak volume times • Excellent attention to detail

🏖️ Benefits

• Health benefits (medical, dental, and vision) begin on Day 1 of employment. • 401(k) with company match • Flexible vacation policy after 90 days of employment • Career growth and advancement opportunities • Company-provided computer for work use • Educational assistance • Leadership and technical development academies