Job Description

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 , 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 and visit our 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.

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