Hybrid Medicaid Call Center Team Lead

Gainwell Technologies; Mississippi; Híbrido; USD 45 000 - 64 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health benefits start day 1

401(k) with company match

Flexible vacation policy

Resumo da oferta

Gainwell Technologies is seeking a Medicaid Call Center Representative - Team Lead in a hybrid role based in Tucker, GA. The position guides Enrollment Broker Specialists, coaches staff, and resolves complex inquiries to support member health services.

The Team Lead will monitor performance, ensure SLAs are met, and collaborate with supervisors to balance coverage during peak periods while adhering to policy changes and processes.

Qualificações

• Two or more years of call center experience.
• Experience leading a team or formal leadership role preferred.
• Strong communication and organizational skills with ability to multi-task.
• Experience working with business solutions software and services.

Responsabilidades

• Manage and administer call center metrics.
• Handle call center escalations.
• Report call center outages.
• Oversee call center processes.
• Coordinate call center operations.
• Monitor Enrollment Broker Specialist performance and provide feedback.
• Assist Enrollment Broker Specialists when needed.
• Ensure Call Center Service Level Agreements are met.
• Assist Supervisor with call center staffing during peak times.
• Monitor policy changes impacting calls.
• Interact with other Gainwell units to resolve issues.
• Resolve CTNs within 72 business hours of assignment.

Conhecimentos

Call center experience

Leadership

Communication

Organization

Multi-tasking

Team leadership

Formação académica

High school diploma or GED

Ferramentas

Business solutions software

Descrição da oferta de emprego

Gainwell Technologies is seeking a Medicaid Call Center Representative - Team Lead in a hybrid role based in Tucker, GA. The position guides Enrollment Broker Specialists, coaches staff, and resolves complex inquiries to support member health services.

The Team Lead will monitor performance, ensure SLAs are met, and collaborate with supervisors to balance coverage during peak periods while adhering to policy changes and processes.