Healthcare Call Center Team Lead - Onsite Jackson

Gainwell Technologies; Jackson (MS); On-site; USD 31,000 - 45,000; Full time

Benefits offered by this job

Health benefits (medical, dental, and

401(k) with company match

Flexible vacation policy

Career growth opportunities

Company-provided computer

Job summary

Gainwell Technologies in Jackson, MS is seeking a Lead-level Call Center Representative to manage inbound calls from providers and members about Medicaid questions. The role emphasizes leadership, process adherence, and customer-focused problem solving.

You will guide a team, resolve issues, and ensure efficient call handling within standard operating procedures. This onsite role offers stability and growth through training and development initiatives.

Qualifications

• Three years of customer service experience required.
• Strong leadership and team coordination abilities.
• Onsite work in Jackson, MS required.

Responsibilities

• Respond to inbound calls from providers and members regarding Medicaid and healthcare inquiries.
• Serve as first tier of support for web portal navigation, including login and password assistance.
• Demonstrate leadership to clarify roles and responsibilities across the team.
• De-escalate situations with dissatisfied callers, providing empathetic and effective support.
• Handle complex tasks independently within defined processes.
• Utilize internal databases, Medicaid websites, and knowledge management tools to provide accurate information.
• Document all calls promptly and accurately.
• Prioritize and resolve inquiries, escalating complex matters as needed.
• Stay informed about Medicaid and healthcare policy updates.
• Adhere to call quality standards to deliver an exceptional provider experience.
• Manage call handling times to meet service level goals.

Skills

Leadership

Cross-functional collaboration

Customer service

Education

High school diploma or GED

Associate degree

Bachelor's degree

Tools

Fax machines

Telephone systems

Computer software

Job description

Gainwell Technologies in Jackson, MS is seeking a Lead-level Call Center Representative to manage inbound calls from providers and members about Medicaid questions. The role emphasizes leadership, process adherence, and customer-focused problem solving.

You will guide a team, resolve issues, and ensure efficient call handling within standard operating procedures. This onsite role offers stability and growth through training and development initiatives.