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

Healthcare Claims Call Center Team Lead - Washington, DC (On-site) 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. Responsibilities 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 Qualifications 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 What you should expect in this role 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 Salary: $50,000 – $55,000 per year. Benefits include flexible vacation policy, 401(k) employer match, comprehensive health benefits, and educational assistance. 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.” #J-18808-Ljbffr Gainwell Technologies