Call Center Supervisor - EDI Helpdesk - Remote MT

Gainwell Technologies LLC•Any city, OH

10d•$48,400 - $69,200•Remote

About The Position

The Call Center Supervisor leads a team of customer service representatives supporting healthcare providers and Trading Partners for Montana's Medicaid program. The role oversees daily operations, coaches and develops employees, monitors performance, and ensures timely resolution of Electronic Data Interchange (EDI) and provider-related inquiries while maintaining service quality and contractual performance standards. This position is 100% remote within the United States. The required schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time, regardless of the employee's location. The supervisor supports Montana Medicaid's EDI Helpdesk in a fast-paced, performance-driven environment, interacting regularly with remote employees, internal teams, and operational leadership. A professional, secure, distraction-free home workspace with reliable high-speed internet is required. Job-related assessments, a background investigation, and attendance at required training are part of the hiring process; no scheduled time off is permitted during the training period.

Requirements

High school diploma or equivalent required.
Call center experience with demonstrated supervisory or team leadership experience.
Experience working in a healthcare, Medicaid, Electronic Data Interchange (EDI), or healthcare provider support environment.
Strong leadership, coaching, communication, organizational, and problem-solving skills, with the ability to manage a high-performing remote team.
Experience monitoring call center KPIs, service levels, quality, and productivity, with the ability to analyze data and drive performance improvements.
Proficiency with Microsoft Office and contact center technologies, and the ability to quickly learn new systems and processes.
Ability to manage competing priorities, resolve escalated issues, and make sound decisions in a fast-paced, high-volume environment.
Ability to work independently, collaborate across teams, and adapt to changing operational and business needs.
Ability to work Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time, regardless of state of residence or local time zone.
Maintain a professional, secure, and distraction-free home workspace with reliable high-speed internet access.
Complete required job-related assessments and background investigation.
Attend all required training sessions; no scheduled time off is permitted during the training period.

Nice To Haves

Associate or bachelor's degree.

Responsibilities

Lead, coach, and develop a team of EDI Helpdesk representatives through ongoing feedback, performance evaluations, training, and employee engagement initiatives.
Oversee daily call center operations, including staffing, scheduling, attendance, and real-time performance monitoring to ensure contractual Service Level Agreements (SLAs) and key performance indicators (KPIs) are met.
Manage escalated provider and Trading Partner inquiries, ensuring accurate and timely resolution in accordance with Montana Medicaid policies, procedures, and regulatory requirements.
Analyze call center performance metrics, quality results, and productivity trends to identify opportunities for operational improvement and employee development.
Support hiring, onboarding, training, and performance management activities while maintaining appropriate staffing levels and service quality.
Review and improve operational procedures, training materials, and workflows to enhance efficiency, accuracy, and customer satisfaction.
Collaborate with internal teams, operational leadership, and client representatives to resolve service challenges and support program objectives.