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

Gainwell Technologies LLC • Any city, OH

35d • $44,900 - $64,100 • Hybrid

About The Position

Gainwell Technologies is hiring a Medicaid Call Center Representative to serve as a Team Lead in a hybrid role in Tucker, Georgia. The Team Lead assists and coaches Enrollment Broker Call Center Specialists, handles telephone and written inquiries, resolves escalated call center issues, and communicates issues to the Enrollment Broker Supervisor. The role supports Medicaid clients and the members they serve by coordinating call center operations, monitoring service performance, and resolving complex issues in collaboration with Gainwell Technologies and the Georgia Department of Community Health (DCH).

The position operates within weekday hours of operation, Monday through Friday, 7:00 AM–7:00 PM EST. Onsite training lasts 2–3 weeks at the Tucker location. Employees in hybrid or teleworker positions must have broadband internet with a minimum speed of 24 Mbps download and 8 Mbps upload. Candidates must complete a skills and competency assessment before advancing in the selection process. Video cameras are required during interviews and the initial week of orientation.

Requirements

• High school diploma or GED.
• At least two years of call center or customer support experience involving business process service delivery and improvement; outsourcing environment experience is preferred.
• Experience working with business solutions software, client company products, and services.
• Strong communication and organizational skills.
• Ability to multitask while balancing and prioritizing job responsibilities.
• Demonstrated leadership experience, including overseeing, coaching, mentoring, or directing the work of others.
• Complete a skills and competency assessment before advancing to the next stage of selection.
• For hybrid or teleworker work, have broadband internet with minimum speeds of 24 Mbps download and 8 Mbps upload.

Nice To Haves

• Experience leading a team or serving in a formal or informal leadership role.
• Call center or customer support experience in an outsourcing environment.

Responsibilities

• Manage and administer call center metrics.
• Handle call center escalations and report call center outages.
• Oversee call center processes and 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 the Enrollment Broker Supervisor with call center personnel to ensure adequate call coverage during peak times.
• Monitor and stay current on Enrollment Broker policy changes.
• Work with other Gainwell Technologies and DCH units to resolve complex issues and topics.
• Resolve and follow up on all open CTNs within 72 business hours of CTMS assignment.
• Handle telephone and written inquiries and communicate call center issues to the Enrollment Broker Supervisor.
• Coach Enrollment Broker Call Center Specialists.

Benefits

• Medical, dental, and vision health benefits begin on the first day of employment.
• 401(k) with company match.
• Flexible vacation policy available after 90 days of employment; exceptions require manager approval before the employee's start date.
• Career growth and advancement opportunities.
• Company-provided computer for work use.
• Educational assistance.
• Leadership and technical development academies.

What This Job Offers

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