Senior Manager, Fraud Capture – Customer Support

🔥 2 minutes ago

🤠 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 • Manage new-client 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, role-based access, role changes, and access maintenance • Create and manage client communications for outages, fixes, feature launches, and policy updates • Serve as an escalation point for complex user questions, system configuration issues, and workflow troubleshooting • Own user defect intake, triage, end-to-end defect management, SLAs, client communication, and resolution tracking • Publish defect and trend reports • Monitor product adoption, training effectiveness, and support trends and recommend improvements • Manage training content, videos, how-to guides, role-based job aids, and quick starts • Own 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, including response times, resolution targets, escalation procedures, ticket quality, and customer satisfaction metrics • Support CMS certification and reporting requirements • Collaborate with Product Management, Engineering, QA, Account Management, Sales, Customer Success, Medicaid agencies, managed care organizations, and program integrity teams • Support demos, proof-points, and RFP responses • Travel to client implementations, training events, conferences, and strategic meetings

🎯 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 • Ability to multi-task and work independently • Ability to establish priorities and objectives for operations with limited direction • Investigative credentials, such as CFE or AHFI, and prior PI/MFCU/SIU leadership experience • Experience supporting or managing certified coders is a plus • Willingness to travel approximately 10–25%

🏖️ Benefits

• Work flexibility • Learning and career development • Technical credentials and certifications • Generous, flexible vacation policy • Educational assistance • Leadership and technical development academies • 401(k) employer match • Comprehensive health benefits • Travel expense reimbursement may be included as a form of pay