Customer Engagement Verification 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

Gainwell Technologies is seeking an experienced Customer Engagement Verification Supervisor to lead a remote team supporting customer outreach, verification, and follow-up activities within a healthcare-focused contact center environment.

In this role, you will oversee daily operations, coach and develop team members, monitor service and quality performance, manage escalations, and help ensure customer information and eligibility-related activities are completed accurately, timely, and in accordance with applicable policies and requirements. The ideal candidate brings strong people leadership, healthcare or Medicaid-related experience, and the ability to successfully lead a geographically dispersed team.

Your role in our mission

• Lead daily operations for a remote team of Contact Center Agents and/or Unit Leads, ensuring productivity, quality, documentation, and service expectations are consistently achieved.
• Coach, mentor, and develop employees through regular feedback, performance discussions, team meetings, and individualized development support. Monitor customer outreach, verification activities, escalations, follow-up work, service metrics, and operational trends to identify and resolve performance or process gaps.
• Partner with Operations, Quality, Workforce Management, Training, Reporting, and other internal stakeholders to improve service delivery and operational effectiveness.
• Support onboarding, training reinforcement, procedural updates, workload management, and continuous improvement initiatives across the program.
  
  

What We're Looking For

• Three (3) or more years of experience in a contact center, customer service, healthcare operations, Medicaid eligibility, outreach, insurance, or a related service environment.
• One (1) to two (2) or more years of experience as a supervisor, team lead, unit lead, senior representative, or other people-leadership role.
• Healthcare, Medicaid, government program, insurance eligibility, verification, or customer outreach experience strongly preferred.
• Demonstrated experience coaching employees, managing performance, resolving escalations, monitoring quality/productivity metrics, and maintaining team accountability.
• Strong communication, analytical, organizational, and problem-solving skills, with working knowledge of Microsoft Office and the ability to operate effectively in a remote environment.
  
  

What You Should Expect In This Role

• Fully remote position supporting Customer Engagement Verification contact center operations within the United States.
• A reliable high-speed internet connection and dedicated professional workspace are required to successfully perform the role.
• Video participation may be required for interviews, onboarding, training, coaching sessions, team meetings, and other business activities.
• Schedule flexibility may be required based on operational needs, including possible overtime or adjustments during periods of increased workload.
• Comprehensive benefits for eligible employees, including medical, dental, and vision coverage, access to a 401(k) retirement savings plan after 90 days of employment, paid time off, paid holidays, and additional employee wellness and financial benefits.
  
  

The pay range for this position is $45,300.00 - $64,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. 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.