Healthcare Call Center Unit Lead - Remote US

It takes great medical minds to create powerful solutions that solve some of healthcare's most complex challenges. Join us and put your expertise to work in ways you never imagined possible. We know you've honed your career in a fast-moving medical environment. While Gainwell operates with a sense of urgency, you'll have the opportunity to work more flexible hours. And working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values work-life balance, continuous learning, and career development.

Summary

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.

Your role in our mission

• 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.

What were looking for

• 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 you should expect in this role

• 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.
• 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.
• Access to Gainwell's competitive benefits package for eligible employees, including medical, dental, vision, and 401(k) options in accordance with applicable eligibility guidelines.

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The pay range for this position is $41,900.00 - $59,800.00 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 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.