About this role
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 Call Center Manager serves as a key liaison between Gainwell Technologies, the Ohio Department of Medicaid, and the Ohio Medicaid provider community, including physicians, provider groups, hospital systems, billing staff, and compliance personnel. This role ensures service levels, quality standards, and contractual requirements are met while maintaining strong relationships with internal and external stakeholders.
Your role in our mission
Key Responsibilities
- Oversee day-to-day operations of the Ohio FI Provider Services Call Center, ensuring compliance with service level agreements, quality metrics, and contractual requirements.
- Lead, coach, and manage remote customer support staff, including serving as an escalation point for complex provider issues.
- Develop and manage staffing models and schedules to meet call volume demand while monitoring service levels, call metrics, productivity, and quality outcomes.
- Partner with cross-functional teams to drive operational improvements and optimize call center performance.
- Communicate provider feedback, performance data, and operational insights to leadership.
What we're looking for
Qualifications
- Bachelor’s degree or equivalent combination of education and experience; degree in business management, healthcare administration, or related field preferred.
- Nine (9)+ years of customer service or call center operations experience, including five (5)+ years of leadership or supervisory experience managing remote teams in a high-volume environment.
- Strong knowledge of Medicaid operations, including functional understanding of Medicaid claims processing (preferred).
- Experience using customer relationship management systems (Vue360 preferred) and ServiceNow (required).
- Ability to create and analyze data using SQL; experience with remote desktop server environments preferred.
What you should expect in this role
This is a remote position supporting Ohio FI operations in a fast-paced, high-volume environment requiring strong analytical, communication, and leadership skills.
#LI-REMOTE #LI-SA1
The pay range for this position is $75,700 - 108,100 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 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), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.
Other facts
About Gainwell Technologies LLC
For 50 years, our nation’s federal Medicaid program has worked to improve the health, safety and well-being of America’s most vulnerable populations: low-income families, women and children, seniors, and those with disabilities. With positive health and cost outcomes that pierce inequities and impact economies, the success of these programs is inextricably tied to the prosperity of communities, individual states and the nation as a whole. We think that demands respect and, more importantly, is deserving of a lifetime commitment from innovators who can help those who operate within and around health and human services evolve — in any market at any stage. At Gainwell Technologies, that’s our sole focus.
Built across more than five decades, Gainwell has intentionally seized opportunities to advance its digitally enabled services to meet agencies, health plans and MCOs where they are on their modernization journeys and propel them into the future of public health. Our commitment to innovation, deep experience and ability to leverage insights from customers across 50 states has allowed us to expand on next-generation, cloud-enabled technologies.
Today, Gainwell offers one of the most comprehensive suites of scalable services and solutions on the market — all proven to deliver cost savings, better patient outcomes and an improved provider experience. Equally important to our expanding technologies and results: We bring ideas that bring policies to life.
What you'll do
- The Call Center Manager oversees the daily operations of the Ohio FI Provider Services Call Center, ensuring compliance with service level agreements and quality metrics. They lead and manage remote customer support staff while developing staffing models to meet call volume demands.
Ready to join Gainwell Technologies LLC?
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