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.
Summary
The Healthcare Operations Call Center Manager will oversee a primarily in-bound, call center serving the Department of Medicaid. Call center representatives respond to provider and member inquiries. The manager will monitor KPIs and ensure that all contractual obligations are met. They will instill a culture of quality improvement and invest in staff development. This position will work with multiple account teams to ensure their Call Center teams and Operations are managed and working effectively.
Your role in our mission
- Manages the dedicated call center teams by overseeing hiring, training, staff recognition, and performance evaluation and management.
- Fully engages in real-time performance monitoring to facilitate achievement of service level agreement requirements.
- Ensures inquiries and issues are researched and resolved in compliance with state-defined policies, procedures, and criteria.
- Coordinates with Quality personnel to facilitate quality improvement initiatives and approves training content based on trends.
- Consult with subject matter experts regarding industry best practices, process improvements and customer service to maintain state-of-the-art Contact Center.
What we’re looking for
- Bachelor’s degree in business management, Insurance, Healthcare or related field preferred or equivalent work experience.
- At least five (5) years of experience in Call Center management and/or supervision (e.g., account management, compliance management, systems management, etc.) preferably within in the health care industry.
- Medicaid experience preferred along with knowledge in health care related concepts, including Children’s Health Insurance Program (CHIP), and Behavioral Health.
- Demonstrated experience and knowledge of industry standard and best practices regarding large-scale and enterprise-level projects to include call center management.
- At least three (3) years of experience in performing similar services on complex systems-based modern technology or operational systems.
What you should expect in this role
- Excellent client relationship skills with the ability to communicate the account’s direction both verbally and in writing.
- Plans and organizes new processes, gather, and analyze data.
- Assures accuracy, quality, and efficiency in staff tasks while effectively coaching staff to achieve performance goals.
- General computer knowledge including Microsoft Office, use of the internet, and email is required.
- Ability to adapt and work collaboratively in a fast-paced, production environment and solve problems and make sound decisions with no supervision.
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The pay range for this position is $91,100.00 – $130,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.