Provider Call Center Supervisor – Montgomery, AL

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

As a leader 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. 

This role is part of a new contract with a two-year DDI before heading into Operations. Therefore, we are looking for the right candidate who can support both phases of the contract.

Your Role in the DDI & Certification Phase

• Coordinate, plan, document, and support with Provider Management Call Center testing and go-live preparation, activities, and tasks.
• Set call center controls and tracking to allow effective management of the defined tasks/support service contract responsibilities, including reporting status, contract metrics (SLAs, KPIs), defects, and defect resolution as required.
• Lead training of Agency personnel and Agency-designated contractors in the use of the Provider Management Call Center solution, dashboards, and tools.
• Work with the Agency in support of User Acceptance Testing (UAT).
• Direct and oversee the development of any deliverable(s) required for DDI and ongoing operations.

Your role in our mission

Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you will:

• Build, develop, and lead a team(s) of individual contributors, supporting employees and the execution of day-to-day operations.
• Manage and oversee all call center processes, procedures, tasks, and activities, ensuring adherence to quality standards and consistent communication to providers.
• 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.
• Collaborate with other vendors to ensure seamless customer service regarding of contact initiation starting point.
• 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.

What we’re looking for

• 4 or more years of supervisory experience leading a provider management call center operations team, preferably in a Medicaid or Medicare environment.
• 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.

What you should expect in this role

• The position can be onsite in the Montgomery, AL office or remote, with frequent trips to the area to meet with the client, other vendors, team members, and Gainwell business partners. Anticipate an average of 25% travel, with more being expected during two-year start-up and go-live with less during regular operations.

The pay range for this position is $45,300.00 – $64,700.00 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.

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