[Hiring] Senior Client Services Analyst @Gainwell Technologies LLC

Role Description

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. The Senior Client Services Analyst, Customer Support, is responsible for delivering comprehensive support to our FraudCapture® client users. This role focuses on gaining a deep understanding of each client’s business needs and how they interact with our solution.

• Conduct user training sessions.
• Develop and maintain help documentation and training materials—including articles and videos.
• Promote strong customer engagement.
• Act as the client’s first point of contact for issues and escalations.
• Perform initial troubleshooting to determine whether a reported issue is related to the system or due to user error or knowledge gaps.

Your role in our mission:

• Ensures client retention through delivery of exceptional service and support.
• Maintains technical understanding and competency in the solution features being delivered.
• Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.
• Resolves and/or refers highly complex technical problems as appropriate.
• Works with the clients and product teams to collect requirements on behalf of the clients.
• Maintains routine communication with assigned clients.
• Effectively communicate workload prioritization and progress to all interested parties.
• Participate in client discussions and effectively represent subject expertise.
• Understand, identify, and communicate project progress, details, and dependencies to Manager.

Qualifications

• 3+ years of experience detecting and investigating healthcare fraud.
• 2+ years providing excellent customer service and capable of handling conflict resolution scenarios in person, over the phone, and through email.
• Excellent understanding of how investigative teams use systems to do their work and comfortable troubleshooting and resolving technical issues.
• Excellent written and verbal communication skills with the ability to tailor explanations to different technical levels and creating training materials (e.g., written documents, videos, presentations).
• Ability to work independently, manage multiple priorities simultaneously, thrive in a demanding environment, and possess a strong work ethic and high level of professionalism.

Requirements

• Certified Fraud Examiner (CFE).
• Experience with Medicaid Management Information Systems (MMIS).

Benefits

• Fully remote opportunity with the option to work anywhere within the United States.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies to help build your skills and capabilities.