Medicaid Call Center Team Lead (Hybrid)

Gainwell Technologies LLC; Mississippi; Hybrid; USD 45,000 - 64,000; Full time

Benefits offered by this job

Health benefits (medical, dental, and視

401(k) with company match

Flexible vacation policy

Career growth opportunities

Company-provided computer

Job summary

Gainwell Technologies LLC is seeking a Medicaid Call Center Representative - Team Lead in Tucker, GA (Hybrid). The role focuses on coaching Enrollment Broker Call Center Specialists, handling inquiries, and resolving escalated issues to improve health outcomes for members served.

The Team Lead will manage metrics, oversee processes, and ensure SLAs are met while coordinating coverage during peak times. A strong emphasis is placed on leadership, coaching, and collaboration within Gainwell and

Qualifications

• High school diploma or GED.
• Two or more years of call center or customer support experience.
• Experience leading a team or serving in a formal or informal leadership role is preferred.
• Experience working with business solutions software, client company product, and services.
• Strong communication and organizational skills with an ability to multi-task while balancing and prioritizing job responsibilities.
• Demonstrate leadership experience, including overseeing, coaching, mentoring, or directing the work of others.

Responsibilities

• 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 Call Center Specialist performance and provide feedback
• Assist Enrollment Broker Call Center Specialists when needed
• Ensure Call Center Service Level Agreements are met
• Assist Enrollment Broker Supervisor with Call Center Personnel to ensure adequate call coverage during peak times
• Monitor and keep abreast of Enrollment Broker policy changes
• Interact with other units within Gainwell Technologies and DCH to resolve complex issues/topics
• Resolve and follow-up on all open CTNs within 72 business hours of CTMS assignment

Skills

Leadership experience

Communication skills

Organizational skills

Multi-tasking

Coaching/mentoring

Team management

Job description

Gainwell Technologies LLC is seeking a Medicaid Call Center Representative - Team Lead in Tucker, GA (Hybrid). The role focuses on coaching Enrollment Broker Call Center Specialists, handling inquiries, and resolving escalated issues to improve health outcomes for members served.

The Team Lead will manage metrics, oversee processes, and ensure SLAs are met while coordinating coverage during peak times. A strong emphasis is placed on leadership, coaching, and collaboration within Gainwell and