Montana Licensed Call Center Supervisor

Job Summary

Leading a team of customer service representatives, the full-time Montana Licensed Call Center Supervisor will oversee daily operations of the EDI Helpdesk, ensuring timely resolution of inquiries for healthcare providers and Trading Partners while working remotely from anywhere in the United States.

Key responsibilities

• Lead, coach, and develop a team of EDI Helpdesk representatives through ongoing feedback and performance evaluations
• Oversee daily call center operations, including staffing, scheduling, and performance monitoring to meet service level agreements
• Manage escalated provider and Trading Partner inquiries, ensuring compliance with Montana Medicaid policies and timely resolution

Required qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred
• Call center experience with demonstrated supervisory or team leadership experience
• Experience in a healthcare, Medicaid, Electronic Data Interchange (EDI), or healthcare provider support environment
• Proficiency with Microsoft Office and contact center technologies
• Ability to analyze call center performance metrics and drive performance improvements