Senior Manager – Customer Support, Program Integrity Solutions

🕒 October 27

🤠 Texas – Remote

🤠 Texas – Remote

💵 $109k - $155.7k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Serve as the primary client advocate and support leader for FraudCapture • Lead client support, training, onboarding, and enablement activities • Partner with Medicaid agencies, managed care organizations, and program integrity teams • Manage client-facing training, implementation workshops, hyper-care meetings, and recurring office hours • Establish and deliver investigator, analyst, and supervisor training curricula • Manage client user account setup and administration, including onboarding, offboarding, access provisioning, role changes, and access maintenance • Create and manage client communication plans for outages, fixes, feature launches, and policy updates • Provide escalation support for complex user questions, configuration issues, and workflow troubleshooting • Own user defect intake, triage, end-to-end defect management, SLAs, communications, resolution tracking, and trend reports • Monitor product adoption, training effectiveness, and support trends • Manage training content, videos, guides, job aids, quick starts, release notes, and “What’s New” content • Manage, coach, and scale customer support staff, including hiring, onboarding, scheduling, and performance management • Establish and improve support processes and SLAs • Support CMS certification and reporting requirements • Collaborate with Product Management, Engineering, QA, Account Management, Sales, and Customer Success on issues, testing, deployments, demos, and RFP responses

🎯 Requirements

• Bachelor's degree or equivalent combination of education and experience • 5+ years of direct healthcare fraud and abuse investigation experience • Strong understanding of healthcare fraud, waste, and abuse detection analytics and case management systems • Leadership experience in customer support, customer success, or services for SaaS software solutions • Proven success designing and delivering training programs and managing client interactions • Strong experience with defect management and communication across technical and non-technical stakeholders • Strong business and analytical problem-solving skills • Excellent written and verbal communication skills • Strong ability to multi-task and work independently • Strong ability to establish priorities and objectives for operation with limited direction • Investigative credentials (e.g., CFE or AHFI) and prior PI/MFCU/SIU leadership experience • Experience supporting or managing certified coders is a plus • Ability to travel approximately 10-25%

🏖️ Benefits

• Work flexibility • Learning and career development • Technical credentials and certifications • Generous, flexible vacation policy • Educational assistance • Comprehensive leadership and technical development academies • 401(k) employer match • Comprehensive health benefits

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