Healthcare Call Center Unit Lead - Remote US

About the role

Gainwell Technologies is seeking an experienced Unit Lead to provide day-to-day leadership and operational support to Healthcare Call Center Representatives serving members and providers. In this full-time remote role, you will act as a key resource for representatives by providing guidance, coaching, escalation support, and performance reinforcement while helping maintain quality, productivity, compliance, and a positive customer experience.

Responsibilities

• Provide daily guidance, coaching, and operational support to Healthcare Call Center Representatives handling member and provider inquiries.
• Assist representatives with complex customer situations, escalations, system navigation, healthcare benefit questions, and case resolution.
• Monitor team performance, quality, productivity, service levels, schedule adherence, and documentation accuracy while identifying opportunities for improvement.
• Reinforce established policies, procedures, compliance requirements, and customer service standards while supporting training and knowledge-sharing activities.
• Partner with supervisors, Operations, Quality, Training, Workforce Management, and other support teams to address operational needs and promote consistent service delivery.
• Serve as a consistent day-to-day resource for representatives by reinforcing procedures, supporting escalations, sharing updates, and helping maintain operational consistency across the team.

Requirements

• Three (3) or more years of customer service, call center, healthcare, insurance, Medicaid/Medicare, or related service experience.
• Previous experience as a Team Lead, Unit Lead, Senior Representative, SME, acting supervisor, or similar leadership role strongly preferred.
• Healthcare experience preferred, including exposure to benefits, eligibility, claims, Medicaid/Medicare, health insurance, pharmacy, or member/provider services.
• Strong coaching, communication, problem-solving, escalation management, and organizational skills with the ability to support employees in a fast-paced remote environment.
• Proficiency navigating multiple computer applications simultaneously; experience with contact center platforms, CRM systems, Microsoft Office, and healthcare-related systems preferred.

What to expect

Full-time, remote position supporting Healthcare Call Center Representatives located across the United States, including teams working part-time schedules. Fast-paced contact center environment with an ongoing focus on quality, productivity, service levels, schedule adherence, customer experience, and compliance. Regular collaboration with supervisors, Operations leadership, Quality, Training, Workforce Management, and other support functions.

Benefits

• Access to Gainwell’s competitive benefits package for eligible employees, including medical, dental, vision, and 401(k) options.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies to help build your skills and capabilities.

Pay

The pay range for this position is $41,900.00 - $59,800.00 per year. The base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.