Call Center Agent – Provider Lead EDI

Gainwell Technologies

. Provide day-to-day guidance, coaching, and support to Customer Service Representatives serving California's Medi-Cal members and providers .

Posted 9/15/2026full-timeWest Sacramento • California • United StatesSenior💰 $35,900 - $51,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service leadership, coaching, and performance monitoring within a high-volume call center environment. Proficient in compliance with healthcare policies and operational goals while fostering team development and continuous improvement.

Highest-signal resume keywords

Customer Service LeadershipCoaching and MentoringPerformance MonitoringCRM or Contact Center TechnologyHealthcare Call Center Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center OperationsPerformance MetricsProblem-SolvingMicrosoft Office ProficiencyOnboarding Processes

Soft Skills

Communication SkillsInterpersonal Skills

Tools & Technologies

CRM SoftwareContact Center Technology

Industry Keywords

Medi-CalMedicaidMedicareHealth InsuranceCompliance

About the role

Key responsibilities & impact

Provide day-to-day guidance, coaching, and support to Customer Service Representatives serving California's Medi-Cal members and providers
Monitor team performance and identify coaching opportunities
Reinforce quality, productivity, attendance, and customer service expectations
Assist with resolving member and provider escalations
Support compliance with company policies and client requirements
Partner with supervisors, Quality, Training, and Workforce Management to support operational goals and continuous improvement initiatives
Serve as a subject matter expert by answering questions
Assist with new hire onboarding
Reinforce process and policy updates

Requirements

What you’ll need

At least 2 years of experience working in a high-volume call center or customer contact center environment
At least 1 year of experience serving as a Team Lead, Lead Representative, mentor, coach, or in another informal or formal leadership role
Strong customer service, communication, problem-solving, and interpersonal skills
Proficiency with Microsoft Office
Experience using CRM or contact center technology
Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred
Must reside in the Greater Sacramento area
Primarily remote with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, based on business needs

Benefits

Comp & perks

Work flexibility
Learning and career development
Generous, flexible vacation policy
401(k) employer match
Comprehensive health benefits
Educational assistance
Leadership and technical development academies
Opportunity to grow your career