Help Desk Supervisor - 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

The Help Desk Supervisor - Healthcare - Remote US (WI Help Desk) role is responsible for overseeing a team of Help Desk Representatives who provide critical support in a healthcare call center environment. This includes supervising daily operations, ensuring adherence to policies and performance standards, and coaching team members to deliver exceptional service to providers and members. The Supervisor acts as the primary point of escalation, drives continuous improvement, and ensures that client expectations and regulatory requirements are met.

Your role in our mission

• Supervise day-to-day operations of the Help Desk team, ensuring service levels and quality standards are consistently achieved.
• Provide coaching, mentoring, and performance feedback to representatives, fostering professional development and engagement.
• Manage escalated calls or complex issues, resolving them promptly while supporting frontline staff.
• Monitor call center metrics (attendance, adherence, handle times, quality scores) and report results to leadership.
• Collaborate with training, quality, and operations teams to improve processes and enhance customer and employee experience.

What we're looking for

• 3-5 years of experience in a call center environment, with at least 1-2 years in a supervisory or leadership role.
• Strong knowledge of healthcare, Medicaid, or insurance processes preferred.
• Excellent communication and coaching skills, with the ability to motivate and guide a diverse team.
• Proficiency in Microsoft Office and call center systems (e.g., CRM, telephony platforms).
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

What you should expect in this role

• Full-time, remote position supporting the WI Medicaid Help Desk program.
• Video cameras required for interviews and during the first week of orientation.
• Work schedule: 8-hour shifts between 7:00 a.m. - 6:00 p.m. CT, Monday through Friday.
• Internet requirement: minimum 24 Mbps download / 8 Mbps upload (higher speeds recommended).
• Opportunity to lead a high-performing team while making a direct impact on member and provider satisfaction.
  
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The pay range for this position is $48,400.00 - $69,200.00 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.