Medicaid Call Center Representative - Team Lead - Tucker, GA (Hybrid)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

As a Medicaid Call Center Representative - Team Lead - Tucker, GA (Hybrid) at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

The Team Lead is responsible for assisting and coaching the Enrollment Broker Call Center Specialists, handling telephone and written inquiries, resolving escalated call center issues, and communicating call center issues to the Enrollment Broker Supervisor.

Your role in our mission

- Manage and administer call center metrics

- Handle call center escalations

- Report call center outages

- Oversee call center processes

- Coordinate call center operations

- Monitor Enrollment Broker Call Center Specialist performance and provide feedback

- Assist Enrollment Broker Call Center Specialists when needed

- Ensure Call Center Service Level Agreements are met

- Assist Enrollment Broker Supervisor with Call Center Personnel to ensure adequate call coverage during peak times

- Monitor and keep abreast of Enrollment Broker policy changes

- Interact with other units within Gainwell Technologies and DCH to resolve complex issues/topics.

- Resolve and follow-up on all open CTNs within 72 business hours of CTMS assignment

What we're looking for

- High school diploma or G.E.D.

- Two or more years of call center or customer support experience with business process service delivery and improvement, preferably in an outsourcing environment

- Experience with leading a team or serving in a formal or informal leadership role is preferred

- Experience working with business solutions software, client company product, and services

- Strong communication and organizational skills with an ability to multi-task while balancing and prioritizing job responsibilities

- Demonstrate leadership experience, including overseeing, coaching, mentoring, or directing the work of others

What you should expect in this role

This is a hybrid position in Tucker, GA

Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process.

Hours of operation are Monday through Friday, 7:00 AM - 7:00 PM EST. Onsite training length is 2 - 3 weeks at the Tucker location.

Video cameras must be used during all interviews, as well as during the initial 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.

Employee Benefits and 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.

The deadline to submit applications for this posting is October 26, 2026

#LI-HYBRID #LI-PP1 #LI-CM1

The pay range for this position is $44,900.00 - $64,100.00 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.