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 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.