Remote Call Center Team Lead – Medi-Cal Support

Gainwell Technologies; United States; Hybrid; USD 36,000 - 51,000; Full time

Benefits offered by this job

Flexible vacation policy

401(k) employer match

Health benefits

Educational assistance

Job summary

Gainwell Technologies is seeking an experienced Call Center Team Lead to support California's Medi-Cal program. In this role, you will provide day-to-day guidance and support to a team of Customer Service Representatives while helping ensure exceptional service, operational excellence, and compliance with performance and quality standards.

If you enjoy coaching others, solving problems, and helping teams succeed in a fast-paced contact center environment, we'd love to hear from you.

Qualifications

• At least 2 years in a high-volume call center.
• At least 1 year in a leadership role as Team Lead or mentor.
• Strong customer service and communication skills.
• Proficiency with Microsoft Office and CRM tools.
• Healthcare call center experience preferred.

Responsibilities

• Provide day-to-day guidance, coaching, and support to Customer Service Representatives serving California's Medi-Cal members and providers.
• Monitor team performance, identify coaching opportunities, and reinforce quality, productivity, attendance, and customer service expectations.
• Assist with resolving member and provider escalations while supporting compliance with company policies and client requirements.
• Partner with supervisors, Quality, Training, and Workforce Management to support operational goals and continuous improvement initiatives.
• Serve as a subject matter expert by answering questions, assisting with new hire onboarding, and reinforcing process and policy updates.

Skills

Team leadership

Coaching

Customer service

CRM

MS Office

Tools

CRM software

Call center tech

Job description

Gainwell Technologies is seeking an experienced Call Center Team Lead to support California's Medi-Cal program. In this role, you will provide day-to-day guidance and support to a team of Customer Service Representatives while helping ensure exceptional service, operational excellence, and compliance with performance and quality standards.

If you enjoy coaching others, solving problems, and helping teams succeed in a fast-paced contact center environment, we'd love to hear from you.