Senior Associate Customer Support - Call Center Team Lead Onsite, Washington, D.C.

Gainwell Technologies LLC

9d•Onsite

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 Contact Center lead serves as the senior agent in a call center team of eight to ten people and is the deputy to the Supervisor. The lead is responsible for dealing with complex and at times challenging issues, and providing support and guidance to newly hired or less experienced agents. The lead will assist with training and coaching new agents, and becoming a subject matter expert in some support topics. Lastly the lead will act as senior agents when the supervisor is unavailable.Your role in our mission•

Requirements

3+ years of customer contact operations experience in healthcare or healthcare technology, including Medicaid (MMIS), PBM, DBO, Provider Enrollment, Provider Relations, Customer Centers, Mailroom, or Pharmacy environments.
Proficient with Microsoft Office and contact center/back-office systems and tools (e.g., CxOne, Verint, Avaya).
Strong analytical and problem-solving skills; highly detail-oriented and organized with the ability to manage multiple priorities.
Excellent written and verbal communication skills to effectively respond to inquiries and collaborate with stakeholders.
Team-oriented with the ability to identify appropriate stakeholders to resolve client issues; willing to travel within the DC Metro area as needed

Responsibilities

Handles high-volume inbound calls, researches complex customer inquiries, and routes issues appropriately while ensuring timely, accurate responses.
Documents all customer interactions, processes requests, updates account histories, and performs data entry to maintain accurate records.
Processes and distributes incoming and outgoing mail for multiple clients in compliance with service level agreements (SLAs).
Monitors daily transactions and reviews weekly client reports to ensure data integrity, policy compliance, and SLA adherence; prepares reports for management.
Collaborates with team members and management, recommends workflow improvements, and supports daily operations including training and mentoring staff.