Customer Engagement Verification Supervisor - Remote US

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.

#LI-REMOTE

#LI-JT1

#LI-CM1