Supervisor, Customer Support- Anchorage, AK (Remote)

Gainwell Technologies LLC•Anchorage, AK

1d•$51,800 - $74,000•Remote

About The Position

As a Supervisor at Gainwell, you will be a part of an innovative product company with a mission to serve the healthcare needs of our communities. You will use your supervisory and analytical skills to drive your team's consistent improvement and success while maintaining the highest quality standards throughout the service lifecycle. Most importantly, you’ll have the chance to grow and develop as a professional through our exceptional developmental opportunities. Your role in our mission involves building, developing, and leading a team(s) of individual contributors, supporting employees and the execution of day-to-day operations. You will establish and effectively lead routines at a regular cadence and utilize tools and reporting to drive team performance; train and provide ongoing coaching (account-specific metrics, AHT, APT, Occupancy, Utilization, Quality scores, etc.) to ensure employee engagement while maintaining client satisfaction. You will participate in client-related activities, including project planning and client calibration sessions; ensure employee adherence to company, client, and regulatory policies. You will work with employees and operational leaders to achieve Client Service Level Agreements (SLAs); serve as a point of escalation and support team members by handling escalated calls and customer inquiries. You will create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.

Requirements

A minimum of 4 years of experience in healthcare, healthcare technology, or related service authorization operations, including at least 2 years of supervisory experience overseeing staff and business processes.
Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.).
Strong analytical and problem-solving skills to interpret and effectively utilize data to support your team.
Strong written and oral communication skills to work effectively with team members, customers, and clients.
Ability and discernment to make decisions and proactively solve challenges in a fast-paced environment.

Nice To Haves

Alaska Medicaid experience is preferred.
Knowledge of two or more MMIS business operational areas such as Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, or Provider Relations SURS is also preferred.

Responsibilities

Build, develop, and lead a team(s) of individual contributors, supporting employees and the execution of day-to-day operations.
Establish and effectively lead routines at a regular cadence and utilize tools and reporting to drive team performance; train and provide ongoing coaching (account-specific metrics, AHT, APT, Occupancy, Utilization, Quality scores, etc.) to ensure employee engagement while maintaining client satisfaction.
Participate in client-related activities, including project planning and client calibration sessions; ensure employee adherence to company, client, and regulatory policies.
Work with employees and operational leaders to achieve Client Service Level Agreements (SLAs); serve as a point of escalation and support team members by handling escalated calls and customer inquiries.
Create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.