Call Center Lead - Healthcare

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

Work efficiently in a high-volume call center while maintaining a professional, polite manner. Assist callers with coverage related questions; accurately interpret policy Analyze customer’s inquiries and determine steps for resolution, interpret benefit information, and claims processing accuracy. Keep resource information up to date and organized. Document calls in a clear and consistent manner in computer system. Conduct appropriate research and follow-up for prompt resolution of disputed claims. Relay information to appropriate departments and personnel using established communication channels and procedures. Must be able to type and talk at the same time and navigate through multiple screens Ability to maintain confidentiality and adhere to HIPAA requirements.

Your role in our mission

• 5 or more years of customer contact operations experience in healthcare, healthcare technology, DBO, PBM delivery, or Medicaid [MMIS] Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, DBO, or Provider Relations SURS.
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (CxOne, Verint, Avaya, etc.).
• Strong business and analytical problem-solving skills; detail-oriented and highly organized, with the demonstrated ability to manage multiple priorities.
• Excellent communication skills with an emphasis on written and oral communication to respond to inquiries.
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries.

What we're looking for

• 5 or more years of customer contact operations experience in healthcare, healthcare technology, DBO, PBM delivery, or Medicaid [MMIS] Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, DBO, or Provider Relations SURS.
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (CxOne, Verint, Avaya, etc.).
• Strong business and analytical problem-solving skills; detail-oriented and highly organized, with the demonstrated ability to manage multiple priorities.
• Excellent communication skills with an emphasis on written and oral communication to respond to inquiries.
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries.

What you should expect in this role

Monday – Friday 8:00 AM – 4:30 PM EST

REMOTE

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The pay range for this position is $41,900 - $59,800 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.