Supervisor, Help Desk - West Sacramento, CA - Hybrid
Gainwell Technologies
- West Sacramento, CA
- $51,800-74,000 per year
- Permanent
- Full-time
- Leads and evaluates a help desk team to ensure exceptional customer service, alignment with business strategy and timely and successful delivery of our services and solutions according to customer expectations, participating in hiring and training of staff, providing coaching and assistance on an ongoing basis, managing performance, and taking corrective action as needed.
- Educates, communicates, and coaches staff on processes, best practice, goals, and expectations, providing regular and ongoing feedback.
- Assists manager with day-to-day operations and maintains an understanding of the Medi-Cal community.
- Provides feedback and prepares required reporting to identify trends, establish team goals and expectations, improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Interacts with the client, members, providers, and other stakeholders to contribute to the resolution of problems and disputes in a professional manner, handling escalated issues as applicable, escalating when necessary and following through to resolution.
- A minimum of three (3) years of experience in an inbound/outbound call center required; two (2) years of experience in leading people in a customer service team required.
- Have experience in the healthcare industry in Managed Care Organizations, provider, insurance, operations, or administration, with Medicaid and/or Medicare knowledge and experience strongly desired.
- Strong leadership skills, ability to motivate employees, strong verbal and written communication and presentation skills; exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.
- Attention to detail and strong organization skills.
- Ability to multi-task and prioritize tasks related to project timelines to meet schedules, client deadlines, and delivery deadlines.
- Must be a resident of the state of California and located in the Sacramento area.
- Hybrid work environment 1-2 days a week in the office as needed for face-to-face and client meetings with the remainder of time remote work. The office is located in the West Sacramento area.