Call Center Supervisor - EDI Helpdesk - Remote MT

Gainwell Technologies LLC; Oregon; Hybride; USD 48 000 - 69 000; Plein temps

Avantages offerts par ce poste

Generous, flexible vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Leadership and technical development

Résumé du poste

Gainwell Technologies LLC is seeking a Call Center Supervisor for the EDI Helpdesk for Montana's Medicaid program. This role leads a remote team of customer service representatives supporting healthcare providers and Trading Partners, managing daily operations and ensuring timely resolution of EDI inquiries under MT policies.

You will coach staff, monitor SLAs and KPIs, participate in hiring and training, and collaborate with internal and client teams to meet program objectives.

Qualifications

• Supervisory experience in a call center environment.
• Experience in healthcare/EDI or Medicaid support is advantageous.
• Strong leadership, communication and organizational skills.
• Ability to manage and coach a high-performing remote team.

Responsabilités

• Lead, coach, and develop the EDI Helpdesk team with ongoing feedback and training.
• Oversee daily call center operations, staffing, scheduling, and real-time performance monitoring to meet SLAs and KPIs.
• Manage escalated provider and Trading Partner inquiries per Montana Medicaid policies.
• Analyze performance metrics and drive operational improvements.
• Support hiring, onboarding, and training activities to maintain staffing levels and quality.

Connaissances

Call center supervision

Leadership

Performance monitoring

Remote team management

Microsoft Office

Formation

High school diploma or equivalent

Associate or Bachelor's degree preferred

Outils

Contact center software

Description du poste

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

As a Call Center Supervisor - EDI Helpdesk - Remote MT at Gainwell, you will lead a team of customer service representatives supporting healthcare providers and Trading Partners for Montana's Medicaid program. You'll oversee daily operations, coach and develop employees, monitor performance, and ensure timely resolution of Electronic Data Interchange (EDI) and provider-related inquiries while maintaining service quality and contractual performance standards. This position is 100% remote within the United States. Candidates must be available to work 8:00 a.m. to 5:00 p.m. Mountain Time (MT), regardless of where they reside.

Your role in our mission

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

What we're looking for

• 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 with the ability to manage a high-performing remote team.
• Experience monitoring call center KPIs, service levels, quality, and productivity, with the ability to analyze data and drive performance improvements.
• Proficiency with Microsoft Office and contact center technologies, along with the ability to quickly learn new systems and processes.
• Ability to manage competing priorities, resolve escalated issues, and 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.

What you should expect in this role

• 100% remote: Work from home within the United States.
• Required schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time (MT), regardless of your state of residence or local time zone.
• Support Montana Medicaid's EDI Helpdesk, serving healthcare providers and Trading Partners.
• Work in a fast-paced, performance-driven environment with regular interaction with remote employees, internal teams, and operational leadership.
• Maintain a professional, secure, and distraction-free home workspace with reliable high-speed internet access.
• Complete required job-related assessments and background investigation as part of the hiring process.
• Attend all required training sessions, with no scheduled time off permitted during the training period.

Please note: This job posting may be used for the purpose of building a candidate pipeline for current and future hiring needs.

The pay range for this position is $48,400 - $69,200 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development.

• All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance.
• We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.