Medi-Cal Conlan Supervisor - Hybrid - West Sacramento, CA

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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