Sr. Client Services Analyst - Fraud Capture - Remote US

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

 

Summary

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Do you enjoy building relationships, sharing your knowledge, and solving technical puzzles? Are you passionate about customer satisfaction? Are you someone that coworkers turn to when they are struggling to use the systems your team uses to do their work? Would you like to be a key member of a product team that provides industry leading systems designed to stop healthcare fraud, waste & abuse?

 

We are seeking a highly motivated and analytical Senior Customer Support Associate who combines their technical acumen, exceptional communication skills and knowledge of healthcare fraud detection and investigation operations to provide frontline support to our clients. You will serve as a one-stop resource for our customers, tackling their technical challenges, escalating their critical issues and enhancement requests, and empowering them with in-person training and training materials.

 

Your role in our mission

• Ensures client retention through delivery of exceptional service and support
• Maintains routine communication with assigned clients and provides routine status reporting and quarterly client reviews to product leaders
• Provide prompt and accurate resolution to customer inquiries via phone, email and chat
• Gathers detailed information regarding all inquiries and issues and logs that information in the appropriate systems
• Escalates critical issues and works collaboratively with product owners and developers to find solutions
• Tracks all customer inquiries and issues through resolution while effectively communicating status updates to all stakeholders
• Maintains technical understanding and competency of all existing and changing system functionality
• Designs and delivers engaging training sessions for new and existing customers
• Travels to provide on-site training when required
• Develops comprehensive user manuals, help content articles and training videos
• Maintains and updates training materials to accurately reflect evolving system features and processes
• Utilizes client interactions to proactively promote new solutions and features
• Leads quarterly user groups and promotes active engagement of clients within the solution
• Understands, identifies, and communicates project progress, details, and dependencies to Manager
• Performs other functions as assigned

 

 

What we’re looking for

 

Basic 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
• Excellent written and verbal communication skills with the ability to tailor explanations to different technical levels
• Experience creating training materials (e.g., written documents, videos, presentations)
• Comfortable troubleshooting and resolving technical issues
• Proficiency in Microsoft Office applications (Teams, Outlook, Word, Excel, and PowerPoint)
• Ability to work independently, manage multiple priorities simultaneously, and thrive in a demanding environment
• Possess a strong work ethic and high level of professionalism.

 

Desired Qualifications

• Certified Fraud Examiner (CFE) or Accredited Healthcare Fraud Investigator (AHFI)
• Experience with Medicaid Management Information Systems (MMIS)

 

What you should expect in this role

• Fully remote opportunity with the option to work anywhere within the United States 
• Primarily sedentary work, but does require occasional standing, walking, lifting, and moving objects (up to 10 lbs.)
• Requires the ability to communicate and exchange information
• Requires the ability to comprehend and interpret complex documents and data
• Requires manual dexterity to use computer, telephone and peripherals
• May be required to work extended hours for special business needs
• May be required to travel at least 10% of time based on business needs
• #LI-NA1

The pay range for this position is $26.00 - $38.00 per hour, however, t