Remote Medi-Cal Contact Center Leader

Gainwell Technologies LLC; West Sacramento (CA); Hybrid; USD 81,000 - 116,000; Full time

Benefits offered by this job

generous vacation policy

401(k) employer match

comprehensive health benefits

educational assistance

Job summary

Gainwell Technologies is seeking a Medi-Cal Contact Center Manager to lead the customer support center operations in a primarily remote role with onsite reporting at times. You will orchestrate real-time monitoring, SLA achievement, and workforce management while nurturing client relationships and developing new service options that benefit clients.

Strong leadership and healthcare knowledge are essential. The role requires 9+ years in customer service or call operations, 5+ years in leadership,

Qualifications

• Bachelor's degree preferred; or combination of education and experience.
• Nine or more years of customer service or other telephone operations experience.
• Five or more years of leadership or supervisory experience.
• Knowledge of health care claims processing, EOBs/remittance advice, payer reimbursement methods; Medi-Cal experience preferred.
• Experience with CRM, telephony solutions, call platforms and WFM tools.

Responsibilities

• Oversees day-to-day operations of the customer support center, including real-time monitoring, service level achievement, and workforce management direction.
• Maintains and cultivates client relationships; promotes new service options and add-on ideas.
• Manages personnel activities: hires, trains, appraises, rewards, motivates, disciplines, termination when necessary.
• Coordinates with quality control and training teams to support quality adherence and comprehensive training programs.
• Acts as change agent to drive cross-functional collaboration and align policy priorities with customer service goals.

Skills

Leadership

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

CRM software

Telephony systems

Workforce management tools

Job description

Gainwell Technologies is seeking a Medi-Cal Contact Center Manager to lead the customer support center operations in a primarily remote role with onsite reporting at times. You will orchestrate real-time monitoring, SLA achievement, and workforce management while nurturing client relationships and developing new service options that benefit clients.

Strong leadership and healthcare knowledge are essential. The role requires 9+ years in customer service or call operations, 5+ years in leadership,