[Hiring] Supervisor Healthcare Call Center @Gainwell Technologies LLC

Role Description

The Supervisor Healthcare Call Center is responsible for overseeing the daily operations of a healthcare-focused customer service team supporting members, providers, and healthcare-related inquiries. This role ensures service excellence, compliance with service level agreements, operational efficiency, and team development while fostering a positive customer experience. The ideal candidate is a strong leader with healthcare call center experience, excellent problem-solving abilities, and a passion for coaching and developing teams.

• Supervise daily healthcare call center operations to ensure quality customer service, operational efficiency, and compliance with service level agreements (SLAs).
• Support representatives with resolving complex customer inquiries while escalating service or operational concerns appropriately to leadership.
• Review operational and client reports to ensure data integrity, policy compliance, and accurate transaction processing.
• Train, mentor, and coach team members while supporting performance management, employee development, and hiring activities.
• Collaborate with internal teams, leadership, and customers to improve processes, support service delivery, and maintain a positive customer experience.

Qualifications

• Bachelor's degree in business management, healthcare administration, or related field; equivalent combination of education and experience may be considered.
• 6+ years of customer service experience, including 2+ years of leadership or supervisory experience.
• Healthcare experience preferred, including medical office, pharmacy, insurance, Medicaid/Medicare, healthcare call center, or related healthcare operations.
• Experience working with customer service platforms, help desk software, telephone technology, and basic computer applications.
• Strong communication, coaching, analytical problem-solving, and organizational skills with the ability to work independently in a remote environment.

Requirements

• Fully remote opportunity within the United States.
• Fast-paced healthcare customer service environment supporting members, providers, or healthcare operations.
• Opportunity to lead and develop customer service professionals within a growing healthcare organization.
• Work schedules may vary based on business needs, client requirements, and operational demands.
• Video camera usage may be required for virtual meetings, trainings, and leadership collaboration.

Benefits

• The pay range for this position is $45,300.00 - $64,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• A variety of leadership and technical development academies to help build your skills and capabilities.