Summary

As a Supervisor at Gainwell, you will be a part of an innovative product company with a mission to serve the healthcare needs of our communities. You will use your supervisory and analytical skills to drive your team's consistent improvement and success while maintaining the highest quality standards throughout the service lifecycle. Most importantly, you’ll have the chance to grow and develop as a professional through our exceptional developmental opportunities.

Your role in our mission

Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you will:

• Build, develop, and lead a team(s) of individual contributors, supporting employees and the execution of day-to-day operations.
• Establish and effectively lead routines at a regular cadence and utilize tools and reporting to drive team performance; train and provide ongoing coaching (account-specific metrics, AHT, APT, Occupancy, Utilization, Quality scores, etc.) to ensure employee engagement while maintaining client satisfaction.
• Participate in client-related activities, including project planning and client calibration sessions; ensure employee adherence to company, client, and regulatory policies.
• Work with employees and operational leaders to achieve Client Service Level Agreements (SLAs); serve as a point of escalation and support team members by handling escalated calls and customer inquiries.
• Create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.

What we're looking for

• 4 or more years of supervisory experience and healthcare, healthcare technology and delivery, or MMIS business process outsourcing.
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.).
• Knowledge of two or more MMIS business operational areas such as Claims Processing, Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, or Provider Relations SURS is also preferred.
• Strong analytical and problem-solving skills to interpret and effectively utilize data to support your team.
• Strong written and oral communication skills to work effectively with team members, customers, and clients.
• Ability and discernment to make decisions and proactively solve challenges in a fast-paced environment.

What you should expect

• Hybrid position with home office in Alaska.
• Opportunities to travel through your work (up to 25%)

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