Healthcare Claims Call Center Team Lead - Washington, DC (On-site)

Gainwell Technologies LLC

11h•$50,000 - $55,000•Onsite

About The Position

As a Healthcare Claims Call Center Team Lead at Gainwell, you will support a team handling medical claims inquiries, customer service, and healthcare support operations within a high-volume contact center environment. You will serve as a senior team member and subject matter expert, assisting with complex healthcare claims issues, Medicaid-related inquiries, and customer interactions, while helping guide and support less experienced agents. This role plays a key part in ensuring accurate claims support, strong customer experience, and operational efficiency.

Requirements

3+ years of experience in a healthcare, health insurance, or medical claims call center environment
Experience handling medical claims inquiries, Medicaid/Medicare support, or healthcare customer service
Ability to work in a high-volume contact center environment, managing multiple priorities efficiently
Familiarity with contact center tools (e.g., Avaya, Verint, CxOne) and claims or healthcare systems
Strong communication, problem-solving, and organizational skills with attention to detail

Responsibilities

Support daily operations of a healthcare claims call center, handling high-volume inbound calls and resolving complex customer inquiries
Assist team members with medical claims questions, escalations, and issue resolution, ensuring accurate and timely responses
Document customer interactions, update records, and maintain data integrity within claims and contact center systems
Monitor daily workflows and reports to ensure SLA adherence, quality standards, and policy compliance
Partner with leadership to support training, coaching, and onboarding of new or less experienced agents