Call Center Manager - Remote OH

Gainwell Technologies LLC

21d•$75,700 - $108,100•Remote

About The Position

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. SummaryThe Call Center Manager serves as a key liaison between Gainwell Technologies, the Ohio Department of Medicaid, and the Ohio Medicaid provider community, including physicians, provider groups, hospital systems, billing staff, and compliance personnel. This role ensures service levels, quality standards, and contractual requirements are met while maintaining strong relationships with internal and external stakeholders.Your role in our mission

Requirements

Bachelor’s degree or equivalent combination of education and experience; degree in business management, healthcare administration, or related field preferred.
Nine (9)+ years of customer service or call center operations experience, including five (5)+ years of leadership or supervisory experience managing remote teams in a high-volume environment.
Strong knowledge of Medicaid operations, including functional understanding of Medicaid claims processing (preferred).
Experience using customer relationship management systems (Vue360 preferred) and ServiceNow (required).
Ability to create and analyze data using SQL; experience with remote desktop server environments preferred.

Nice To Haves

Strong knowledge of Medicaid operations, including functional understanding of Medicaid claims processing
Experience using customer relationship management systems (Vue360 preferred)
Experience with remote desktop server environments

Responsibilities

Oversee day-to-day operations of the Ohio FI Provider Services Call Center, ensuring compliance with service level agreements, quality metrics, and contractual requirements.
Lead, coach, and manage remote customer support staff, including serving as an escalation point for complex provider issues.
Develop and manage staffing models and schedules to meet call volume demand while monitoring service levels, call metrics, productivity, and quality outcomes.
Partner with cross-functional teams to drive operational improvements and optimize call center performance.
Communicate provider feedback, performance data, and operational insights to leadership.