Medicaid Call Center Representative - Team Lead - Tucker, GA (Hybrid)

Gainwell Technologies LLC • Any city, OH

6d • $44,900 - $64,100 • Hybrid

About The Position

As a Medicaid Call Center Representative - Team Lead - Tucker, GA (Hybrid) at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. The Team Lead is responsible for assisting and coaching the Enrollment Broker Call Center Specialists, handling telephone and written inquiries, resolving escalated call center issues, and communicating call center issues to the Enrollment Broker Supervisor.

Requirements

• High school diploma or G.E.D.
• Two or more years of call center or customer support experience with business process service delivery and improvement, preferably in an outsourcing environment
• Experience working with business solutions software, client company product, and services
• Strong communication and organizational skills with an ability to multi-task while balancing and prioritizing job responsibilities
• Demonstrate leadership experience, including overseeing, coaching, mentoring, or directing the work of others

Nice To Haves

• Experience with leading a team or serving in a formal or informal leadership role is preferred

Responsibilities

• Manage and administer call center metrics
• Handle call center escalations
• Report call center outages
• Oversee call center processes
• Coordinate call center operations
• Monitor Enrollment Broker Call Center Specialist performance and provide feedback
• Assist Enrollment Broker Call Center Specialists when needed
• Ensure Call Center Service Level Agreements are met
• Assist Enrollment Broker Supervisor with Call Center Personnel to ensure adequate call coverage during peak times
• Monitor and keep abreast of Enrollment Broker policy changes
• Interact with other units within Gainwell Technologies and DCH to resolve complex issues/topics.
• Resolve and follow-up on all open CTNs within 72 business hours of CTMS assignment

Benefits

• Health benefits (medical, dental, and vision) begin on Day 1 of employment.
• 401(k) with company match and additional benefits become available within the first few months.
• Flexible vacation policy after 90 days of employment.
• Career growth and advancement opportunities are encouraged and supported.
• A company-provided computer is supplied for work use.
• Educational assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED