Call Center Representative - Team Lead- Jackson, MS (Onsite)

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 Call Center Representative - Team Lead 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.

Your role in our mission

• Respond to inbound calls from providers and members regarding Medicaid and healthcare inquiries.
• Serve as the first tier of support for web portal navigation, including login and password assistance.
• Demonstrate strong leadership to clarify roles and responsibilities across the team.
• De-escalate situations with dissatisfied callers, providing empathetic and effective support.
• Handle complex tasks and assignments independently within defined processes.
• Utilize information systems, including internal databases, Medicaid websites, and knowledge management tools, to provide accurate information.
• Document all calls promptly and accurately.
• Prioritize and resolve most inquiries and issues independently, escalating more complex matters as needed.
• Stay informed about updates and changes to Medicaid and healthcare policies.
• Adhere to call quality standards to deliver an exceptional provider experience.
• Manage call handling times to help the team meet service level goals.
• Comply with contract requirements, business rules, and relevant legal and industry regulations.
• Perform other duties as assigned.

What we're looking for

• High school diploma or GED equivalent required; an associate or bachelor's degree is preferred
• Minimum of three years of customer service experience
• Proven experience collaborating with internal departments and personnel
• Strong leadership skills
• Familiarity with operating fax machines, telephone systems, and computer software applications

What you should expect in this role

• This position is onsite in Jackson, MS.
• The work schedule is Monday through Friday, 8:00 AM to 5:00 PM CST.
• Training is approximately 3 weeks.
• Assessment Requirement : Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process
• Video cameras must be used during all interviews, as well as during the initial week of orientation.

Employee Benefits & 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 September 21, 2026.

#LI-ONSITE #LI-PP1 #LI-CM1

The pay range for this position is $31,400.00 - $44,800.00 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.