Call Center Supervisor - EDI Helpdesk - Remote MT

Summary

As a Call Center Supervisor - EDI Helpdesk - Remote MT at Gainwell, you will lead a team of customer service representatives supporting healthcare providers and Trading Partners for Montana's Medicaid program.

You'll oversee daily operations, coach and develop employees, monitor performance, and ensure timely resolution of Electronic Data Interchange (EDI) and provider-related inquiries while maintaining service quality and contractual performance standards.

This position is 100% remote within the United States. Candidates must be available to work 8:00 a.m. to 5:00 p.m. Mountain Time (MT), regardless of where they reside.

Your role in our mission

• Lead, coach, and develop a team of EDI Helpdesk representatives through ongoing feedback, performance evaluations, training, and employee engagement initiatives.

• Oversee daily call center operations, including staffing, scheduling, attendance, and real-time performance monitoring to ensure contractual Service Level Agreements (SLAs) and key performance indicators (KPIs) are met.

• Manage escalated provider and Trading Partner inquiries, ensuring accurate and timely resolution in accordance with Montana Medicaid policies, procedures, and regulatory requirements.

• Analyze call center performance metrics, quality results, and productivity trends to identify opportunities for operational improvement and employee development.

• Support hiring, onboarding, training, and performance management activities while maintaining appropriate staffing levels and service quality.

• Review and improve operational procedures, training materials, and workflows to enhance efficiency, accuracy, and customer satisfaction.

• Collaborate with internal teams, operational leadership, and client representatives to resolve service challenges and support program objectives.

What we're looking for

• High school diploma or equivalent required; associate or bachelor's degree preferred.

• Call center experience with demonstrated supervisory or team leadership experience.

• Experience working in a healthcare, Medicaid, Electronic Data Interchange (EDI), or healthcare provider support environment.

• Strong leadership, coaching, communication, organizational, and problem-solving skills with the ability to manage a high-performing remote team.

• Experience monitoring call center KPIs, service levels, quality, and productivity, with the ability to analyze data and drive performance improvements.

• Proficiency with Microsoft Office and contact center technologies, along with the ability to quickly learn new systems and processes.

• Ability to manage competing priorities, resolve escalated issues, and make sound decisions in a fast-paced, high-volume environment.

• Ability to work independently, collaborate across teams, and adapt to changing operational and business needs.

What you should expect in this role

• 100% remote: Work from home within the United States.

• Required schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time (MT), regardless of your state of residence or local time zone.

• Support Montana Medicaid's EDI Helpdesk, serving healthcare providers and Trading Partners.

• Work in a fast-paced, performance-driven environment with regular interaction with remote employees, internal teams, and operational leadership.

• Maintain a professional, secure, and distraction-free home workspace with reliable high-speed internet access.

• Complete required job-related assessments and background investigation as part of the hiring process.

• Attend all required training sessions, with no scheduled time off permitted during the training period.

Please note: This job posting may be used for the purpose of building a candidate pipeline for current and future hiring needs.