Healthcare Claims Call Center Team Lead - Washington, DC (On-site)

Healthcare Claims Call Center Team Lead - Washington, DC (On-site)

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 Healthcare Claims Call Center Team Lead at Gainwell, you will support a team handling medical claims inquiries, customer service, and healthcare support operations within a high-volume contact center environment. You will serve as a senior team member and subject matter expert, assisting with complex healthcare claims issues, Medicaid-related inquiries, and customer interactions, while helping guide and support less experienced agents. This role plays a key part in ensuring accurate claims support, strong customer experience, and operational efficiency.

Your role in our mission:

• Support daily operations of a healthcare claims call center, handling high-volume inbound calls and resolving complex customer inquiries
• Assist team members with medical claims questions, escalations, and issue resolution, ensuring accurate and timely responses
• Document customer interactions, update records, and maintain data integrity within claims and contact center systems
• Monitor daily workflows and reports to ensure SLA adherence, quality standards, and policy compliance
• Partner with leadership to support training, coaching, and onboarding of new or less experienced agents

What we're looking for:

• 3+ years of experience in a healthcare, health insurance, or medical claims call center environment
• Experience handling medical claims inquiries, Medicaid/Medicare support, or healthcare customer service
• Ability to work in a high-volume contact center environment, managing multiple priorities efficiently
• Familiarity with contact center tools (e.g., Avaya, Verint, CxOne) and claims or healthcare systems
• Strong communication, problem-solving, and organizational skills with attention to detail

Onsite position located at Gainwell Technologies, 1111 19th St NW, Suite 1000, Washington, DC

Work schedule: Monday to Friday, 8:00 AM to 5:00 PM, in-office with no remote flexibility

Opportunity to grow within healthcare claims operations and leadership development

A collaborative, team-oriented environment focused on service excellence and continuous improvement

Exposure to Medicaid programs, healthcare operations, and cross-functional support teams

The pay range for this position is $50,000 - $55,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

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.

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.