Provider Services Unit Lead

Requirements

Must have:

• 3+ years of customer contact operations experience in healthcare, health technology, or Medicaid/MMIS-related environments.
• Proficiency with Microsoft Office and contact-center platforms such as CxOne, Verint, and Avaya.
• Strong analytical and troubleshooting abilities, with attention to detail and the capacity to balance multiple priorities.
• Excellent written and verbal communication skills for professional interactions with clients and callers.
• Ability to work across multiple screens while typing and speaking simultaneously.
• Familiarity with HIPAA standards and a commitment to protecting confidential information.
• Ability to support a full-time, 40-hour-per-week remote schedule.
• Comfort working from a dedicated home office with reliable broadband internet.

Responsibilities:

• Provide day-to-day operational direction to ensure quality service delivery and efficient handling of complex issues.
• Support the help desk by resolving escalated provider concerns and guiding healthcare and insurance consultations.
• Assist callers with coverage questions, policy interpretation, and claims accuracy inquiries.
• Research disputed claims and follow up promptly to help bring issues to resolution.
• Document calls thoroughly and keep reference materials and resource information current.
• Mentor teammates and share knowledge to strengthen individual performance and overall team effectiveness.
• Maintain professionalism, accuracy, and responsiveness in a high-volume call center setting.
• Ensure work aligns with applicable state and federal regulations.

Company:

Gainwell Technologies is an industry leader focused on improving healthcare and human services outcomes through purpose-built technology and solutions. This is a remote, full-time role with a flexible schedule, a collaborative virtual team, and a strong emphasis on work-life balance, continuous learning, and career growth. We offer a comprehensive benefits package starting on day one, including flexible vacation, a 401(k) employer match, health coverage, educational assistance, and access to leadership and technical development programs. The role also includes a competitive salary range of $33,500 to $47,900 annually, depending on geography, internal equity, and experience. We provide a supportive environment where innovation, collaboration, and inclusion are central to our culture, and applicants should be prepared for video use during interviews and the first week of orientation.