Job Description

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

Gainwell Technologies is seeking an experienced Medi-Cal Conlan Supervisor to support California’s Medi-Cal program and Conlan operations.

In this role, you will lead a team responsible for handling customer inquiries and transactions in accordance with established policies, contractual requirements, service level agreements (SLAs), client directives, and Conlan requirements.

You will provide day-to-day leadership to employees, monitor operational performance, help resolve complex customer issues, partner with the client and internal leadership, and identify opportunities to improve the customer and member experience.

Your role in our mission

• Supervise daily operations and help ensure transactions are completed accurately and timely in accordance with established policies, procedures, contractual requirements, SLAs, client directives, and Conlan requirements.
• Lead, coach, train, and develop employees while managing performance, attendance, productivity, quality, and other personnel responsibilities.
• Research and help resolve complex customer inquiries, escalations, and service issues while providing timely guidance to employees, leadership, and customers.
• Monitor operational performance, identify service or workflow issues, and implement action plans designed to improve quality, productivity, service levels, and the customer experience.
• Build and maintain effective relationships with clients and internal stakeholders while identifying opportunities to strengthen service delivery.
• Partner with the broader Medi-Cal leadership team to resolve operational challenges, communicate business priorities, escalate risks, and support continuous improvement initiatives.

What we're looking for

• Bachelor’s degree or an equivalent combination of education and relevant experience; a degree in business management, healthcare administration, or a related field is preferred.
• Six or more years of customer service, customer support, healthcare operations, call center, member services, provider services, or related experience.
• Two or more years of leadership or supervisory experience, including responsibility for coaching, training, employee performance, and day-to-day team operations.
• Healthcare experience and knowledge of healthcare claims, Medicaid/Medi-Cal, member services, provider services, or related healthcare operations preferred.
• Experience managing operational performance using measures such as SLAs, productivity, quality, turnaround times, customer experience, or other performance metrics.
• Experience using customer relationship management (CRM) systems, business applications, telephone technology, and Microsoft Office applications.

What you should expect in this role

• This is a hybrid position that is primarily remote with occasional in-office requirements at our West Sacramento, CA office.
• You must be able to report to the West Sacramento office as required based on business, client, or leadership needs.
• You will lead employees in a customer-focused, metrics-driven healthcare operations environment.
• You will be responsible for helping the team meet established productivity, quality, service-level, and customer experience expectations.
• This position requires regular interaction with employees, clients, Medi-Cal leadership, and internal business partners.
• You will handle confidential member, client, and company information in accordance with applicable privacy, security, and regulatory requirements.

This posting is being used to build a pipeline of qualified candidates for current and future opportunities.

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The pay range for this position is $51,800 - $74,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. 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.