Lead Call Center Representative - Arkansas

Summary

We are seeking an experienced and motivated Lead Call Center Representative - Arkansas to support our customer service team. This role is responsible for leading by example, coaching and mentoring team members, and ensuring high-quality interactions with customers. The ideal candidate will have a strong background in customer service and a passion for team development, performance monitoring, and continuous improvement. Looking for a subject matter expert in the areas of Medicaid knowledge, call center operations, claims, and provider enrollment.

Duties

- Train and onboard new team members to ensure a smooth integration into the team. - Provide ongoing coaching and support to both new and existing representatives to enhance performance and service quality. - Monitor live and recorded calls to assess performance and provide timely, constructive feedback. - Track queue activity to ensure agents adhere to schedules and meet service level expectations. - Assist in the creation of training materials, job aids, and performance-enhancing tools. - Reinforce company policies, team goals, and account expectations in alignment with leadership objectives. - Serve as a resource and escalation point for complex inquiries or issues. - Collaborate with leadership to identify opportunities for process improvement and implement solutions. - Complete outreach to providers to gather required information. - Ensure compliance with all PHI protocols and requirements. - Provide a professional, positive experience when communicating with members and providers. - Perform other duties as assigned by management.

Qualifications

- Strong organizational and time-management skills. - Familiarity with help desk or customer service management systems. - Strong mathematical, verbal, and written communication skills. - Ability to balance accuracy, quality, and efficiency across all tasks. - Willingness and ability to learn internal systems, processes, and programs as needed. - Quick learner with problem-solving and decision-making skills, even with minimal supervision. - Adaptability and collaboration in a fast-paced, production-driven environment. - Flexibility to work a variable schedule to support peak volume times. - Excellent attention to detail.

What We're Looking For

- High school diploma or GED equivalent - Minimum of 4 years of customer service or call center experience, including phone-based support - Demonstrated experience coaching or mentoring peers in a professional setting - Proficient in computer systems, telephone technologies, and common business software - General computer knowledge including Microsoft Office, use of the internet, and email is required

What You Should Expect in This Role

- This is a remote position based in Conway, Arkansas. - Some training will be conducted on-site and will follow the standard work schedule. - The work schedule is Monday through Friday, with shifts of either 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM, depending on business needs. - Video cameras are required to be on during all interviews and throughout the first week of orientation. - To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload. Higher speeds are recommended for optimal performance. - To Test your internet download and upload speed: - Go to Google. - Search for Internet Speed Test or click here.

Employee Benefits & Perks

- Health benefits (medical, dental, and vision) begin on Day 1 of employment. - 401(k) with company match and additional benefits become available within the first few months. - Employees can take advantage of the flexible vacation policy after 90 days of employment. Any exceptions require manager approval before the employee's start date at Gainwell. - Career growth and advancement opportunities are encouraged and supported. - A company-provided computer is supplied for work use.

Pay Range

The pay range for this position is $32,700.00 - $46,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.