SummaryThe Medi-Cal Provider Contact Center Manager role requires a forward-thinking leader who can support long-term planning while adapting to evolving policies and program priorities to drive operational success.
Exceptional communication and relationship-building skills are critical. This individual must be able to unite cross-functional teams, promote stakeholder alignment, and cultivate collaboration across operational, training, quality, policy, and client-facing areas, while effectively influencing outcomes without direct authority.
Your role in our mission- Oversees the day-to-day operations of the customer support center operations, including real time call center application monitoring, service level requirement achievement, workforce management direction and oversight etc.
- Maintains and cultivates client relationships, promotes new service options and creative ideas for add on services that benefit the client
- Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
- Coordinate with quality control, quality assurance and training teams to support quality protocol adherence, full service call center training programs, to promote excellent customer service and facilitate process improvement
- Acts as a change agent to drive cross-functional team collaboration, policy/program priorities, and customer service to maintain state of the art Contact Center.
What we're looking forBasic Qualifications
- Bachelor's degree in business management, computer science or related field preferred; or combination of education and experience
- Nine or more years of customer service or other telephone operations experience
- Five or more years of leadership or supervisory experience
- Knowledgeable about health care claims processing, explanation of benefits or remittance advices, payer reimbursement methodologies; Medi-Cal experience preferred
- Experience working with customer relationship management (CRM), telephony solutions, call platforms, workforce management tools, computer software, and telephone technology
Other Qualifications
- Strong business and analytical problem solving skills
- Strong communication skills
- Strong ability to multi-task and work independently
What you should expect in this role- Hybrid work environment in the office as needed for face-to-face and client meetings with the remainder of the time remote work. The office is in West Sacramento.
- The deadline to submit applications for this posting is August 17, 2026
The pay range for this position is $75,700.00 - $108,100.00 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 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.
