Coordinate daily support operations while acting as a Patient Service Representative. Provide leadership, ensure departmental workflow quality, and assist in staff training and performance monitoring to enhance service effectiveness.

Title: Customer Support Team Lead - Hybrid (Indianapolis, Indiana) Location: Indianapolis United States Job Description: Req ID: 36350 Work Mode: Occasional onsite (1-2 days per week recurring) It takes great medical minds to create powerful solutions that solve some of healthcare’s most complex challenges. Join us and put your expertise to work in ways you never imagined possible. We know you’ve honed your career in a fast-moving medical environment. While Gainwell operates with a sense of urgency, you’ll have the opportunity to work more flexible hours. And working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work-life balance, continuous learning, and career development. Summary The Customer Support Team Lead provides day-to-day leadership and operational support within a high-volume healthcare contact center environment. This role serves as the first point of escalation for customer issues while supporting service delivery to members, providers, and internal stakeholders. The Team Lead monitors operational performance, coaches staff, supports onboarding and training activities, reviews quality standards, and promotes compliance with healthcare regulations and contractual requirements. This position combines direct customer interaction with leadership responsibilities and serves as a key liaison between frontline staff and management. Your role in our mission - Support members, providers, and customers through inbound and outbound interactions while assisting with the resolution of complex or escalated inquiries. - Monitor daily call center operations, service levels, call queues, schedules, workloads, and operational metrics to support contractual performance requirements. - Provide ongoing coaching, mentoring, feedback, and development support to customer service representatives through huddles, side-by-side coaching, and performance discussions. - Conduct quality reviews of calls, documentation, and customer interactions while promoting adherence to HIPAA requirements, quality standards, and established procedures. - Partner with leadership and stakeholders to communicate operational updates, identify process improvement opportunities, prepare performance reports, and support continuous improvement initiatives. What we're looking for - Associate degree required; equivalent professional experience may be considered in lieu of a degree. - Minimum 2 years of experience in a call center, contact center, customer assistance, or customer service environment. - Prior leadership experience as a Team Lead, Senior Representative, Subject Matter Expert (SME), Trainer, Mentor, Escalation Specialist, or similar role. - Healthcare, health insurance, Medicaid, Medicare, provider services, member services, or healthcare customer support experience preferred. - Experience utilizing workforce management tools, quality monitoring systems, Microsoft Office applications, and performance reporting tools. What you should expect in this role - Hybrid position requiring remote work and a minimum of one day per week onsite in Indianapolis, Indiana. - Standard call center operating hours of Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility to work additional hours as business needs require. - Fast-paced, metrics-driven healthcare contact center environment supporting members, providers, and State of Indiana stakeholders. - Opportunities for leadership development, employee coaching, process improvement initiatives, and career advancement into supervisory and management positions. - Comprehensive benefits package including medical, dental, vision, 401(k) with company match, paid time off, and company-observed holidays. Pipeline Requisition Notice: This is a pipeline requisition intended to proactively build a strong pool of qualified candidates for upcoming business needs. We will be actively reviewing applications, conducting screenings, and coordinating interviews on an ongoing basis. Our goal is to identify qualified talent in anticipation of filling this position in the near future. Please note that cameras will be required to be turned on during video screening calls and interview meetings as part of the interview process. #LI-HYBRID #LI-JT1 The pay range for this position is $39,520 - $47,840 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.

Title: Customer Care Representative II Location: Lenexa United States Job Description: Category Customer Service Location Lenexa, Kansas Job function Operations Job family Client Services Shift Evening Employee type Regular Full-Time Work mode Remote Job DescriptionDemonstrates skill and passion to deliver an exceptional and consistent customer experience of a moderate complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc. Pay range: $17.20+ per hour; employee may be eligible to receive shift differential of 10% for some or all hours worked on second shift and 15% for some or all hours worked on third shift. Additional details on shift differential will be provided if an offer is extended. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation. Benefits information: We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include: - Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours - Best-in-class well-being programs - Annual, no-cost health assessment program Blueprint for Wellness - healthyMINDS mental health program - Vacation and Health/Flex Time - 6 Holidays plus 1 "MyDay" off - FinFit financial coaching and services - 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service - Employee stock purchase plan - Life and disability insurance, plus buy-up option - Flexible Spending Accounts - Annual incentive plans - Matching gifts program - Education assistance through MyQuest for Education - Career advancement opportunities - and so much more! Responsibilities: - Supports assigned client group(s) performing moderate complexity health related customer excellence activities. - Typically makes moderately complexity, inbound and outbound, health related customer calls following set scripts, procedures. - Maintains complete customer/patient confidentiality for all health, personal and other customer information. - Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information. - Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service. Qualifications: Required Work Experience: - 1 to 2 years of related customer service excellence experience; typically, with a minimum of 1 year as a CSR1 level. Preferred Work Experience: - Health care and laboratory-related experience. - Experience delivering customer service excellence and achieving productivity/accuracy/quality standards. Physical and Mental Requirements: - Consistent exceptional customer service, accuracy, and quality focus required. Knowledge and Competencies: Align to Quest Culture & How We Work: - CUSTOMER FIRST - We serve the needs of our patients and customers first and foremost. - CARE - We show each person they matter. - COLLABORATION - We commit teamwork - inside and outside of Quest. - CONTINUOUS IMPROVEMENT - We challenge ourselves to make each day better than the last. - CURIOUSITY - We ask vital questions in search of richer answers. - FOUNDATIONAL REQUIREMENTS: Good performance & productivity, good attendance, good conduct, good teamwork. - Typically, cross trained in 2 or more moderately complex areas with demonstrated skills in each. Skills: - Technical: Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI. - Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital. Education - High School Diploma or Equivalent (Required) - Some College Courses College-level clinical laboratory education preferred. (Preferred) 61502 Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Role Description The Customer Care Associate is responsible for providing product and service information and resolving product and service problems of the clients and brands that etaily supports. A key expectation is to have the flexibility to handle multiple channels and switch between B2B and B2C functions. - Coordinate and report directly to the CS Manager. - Professionally handle high volumes of incoming customer inquiries (calls, emails, chats, social media, back office, and other B2C/B2B channels). - Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers regarding products and services where applicable. - Resolve customer issues via one-touch resolution guidelines and/or escalated processes. - Maintain a balance between company policy and customer benefit in decision-making. - Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers. - Demonstrate the company culture through both behavior and attitude. - Perform other duties or responsibilities as assigned. Qualifications - Minimum of 1-2 years handling Customer Service. - With Omni-Channel Experience (Chats, Emails, Phone, Social Media). - At least 15Mbps - amenable to joining video calls lasting for an hour or two. - Must have own laptop/desktop. - Must be amenable to working under the pressure and stress of a startup company.