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Call Center Supervisor

Date:  Aug 6, 2022

Anchorage, AK, US, 99503

Req ID:  11678

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at HMS, a Gainwell Company carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.


HMS, a Gainwell Technologies Company

HMS is hiring a Call Center Supervisor who will be responsible for all functions associated with managing day-to-day activities of a call center on our Alaska MMIS Fiscal Agent account. This person will oversee inbound and outbound Medicaid calls. This position will be responsible for directing Specialists’ workflow and workload as well as handling complaints, concerns, and questions from providers, members, internal leadership, and the client. This person serves our Alaska Medicaid client by planning and implementing call center strategies and operations; improving systems and processes; and overseeing staff activities and performance. This position ensures resolution of caller’s problems/questions, escalates when necessary, and follows through to resolution.

Your role in our mission

•    Hires, trains, coaches, leads, and evaluates Call Center Specialists as required to meet all productivity and customer service expectations. Takes corrective action as needed.
•    Provides coaching and assistance to Call Center Agents on an ongoing basis.
•    Oversees and ensures conflict resolution between employees and callers.
•    Ensures that all employees follow HMS’s best practices for call center management and operations.
•    Reviews and scores calls using quality control guidelines and manages performance to ensure agents are meeting established guidelines. Calibrates with other team members to ensure consistency in grading.
•    Leads team meetings, asks questions to better understand the calls agents are receiving, educates and coaches staff regarding processes and practices, and communicates expectations to employees.
•    Assists other leadership team members in identifying trends and establishing call center goals and expectations.
•    Prepares reporting by collecting, analyzing, and summarizing data and trends to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
•    Takes on other tasks or projects to support employees, leadership, and call center operations.
•    Communicates regularly with other departments and the client to keep them abreast of issues that may impact them.

What we’re looking for

•    A minimum of three (3) years of experience in an inbound/outbound call center required; two (2) years of experience in leading people in a customer service team required.
•    Detailed knowledge of Medicaid at the state and/or federal level preferred. Experience with insurance processes, such as processing claims and enrollment, preferred.
•    Working knowledge of HIPAA regulations and requirements preferred.
•    Strong leadership skills, ability to motivate employees, strong verbal and written communication and presentation skills; exceptional interpersonal, customer service, problem-solving, and conflict resolution skills
•    Proficiency with MS Office Suite and telephone technology 

What you should expect in this role


Work-from-home (WFH); or Hybrid model including in-office and WFH days to be defined. For positions assigned to WFH, reliable high-speed internet connectivity is required.  Employees working-from-home may be required to report to the office, at times, to support work efforts.  


The pay range for this position is $64,600.00 - $80,800.00 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 HMS, a Gainwell Company. 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 HMS, a Gainwell Company, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about HMS, A Gainwell Technologies Company at our company website and visit our Careers site for all available job role openings.


HMS, a Gainwell Company is committed to a diverse, equitable, and inclusive workplace. We are proud to be 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), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

Nearest Major Market: Alaska
Nearest Secondary Market: Anchorage

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