Customer Support Associate - Frankfort, KY (HYBRID)

Gainwell Technologies LLC • Frankfort, KY

1d • $23,000 - $32,000 • Hybrid

About The Position

It takes great medical minds to create powerful solutions that solve some of healthcare’s most complex challenges. Join us and put your expertise to work in ways you never imagined possible. We know you’ve honed your career in a fast-moving medical environment. While Gainwell operates with a sense of urgency, you’ll have the opportunity to work more flexible hours. And working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work-life balance, continuous learning, and career development.
 SummaryThe Customer Support Associate plays a critical role in supporting members, providers, and agencies by delivering accurate and timely assistance related to the Kentucky Medical Assistance Program. This role combines customer interaction, documentation, and system-based work to ensure compliance, service quality, and positive customer experiences. The position requires an initial on-site training period, followed by a hybrid work arrangement.Your role in our mission

Requirements

• Two or more years of Medicaid, healthcare billing, call center, or customer service experience preferred.
• Strong verbal communication skills with a clear, professional speaking voice and active listening ability.
• Ability to navigate multiple systems while engaging with customers in a phone-based environment.
• Self-motivated professional able to maintain productivity and quality in a structured call center setting.
• Strong organizational, multitasking, and time management skills in a high-volume environment.

Responsibilities

• Handle high-volume inbound call center inquiries related to Medicaid billing and coverage for the Kentucky Medical Assistance Program.
• Communicate clearly and professionally by phone while accurately documenting calls in a call tracking management system.
• Review, interpret, and apply Medicaid policies, regulatory guidelines, and procedural documentation during customer interactions.
• Manage multiple active cases and calls while maintaining accuracy, time management, and follow-through.
• Meet established call center performance, quality, and documentation standards.
• Provide billing and coverage assistance for the KY Medical Assistance Program, responding to inbound inquiries and accurately documenting interactions in a call tracking system
• Review, interpret, and apply Medicaid policies, regulatory guidelines, and procedural documentation, completing both online and written correspondence
• Manage multiple tasks efficiently while demonstrating strong time management, follow-up, attention to detail, and accountability in a structured work environment
• Participate in on-site training for the first 4–6 weeks, then transition to a hybrid work model; standard schedule is 9:30 a.m. – 6:00 p.m. EST with scheduled breaks; company-provided equipment included

Benefits

• Receive a comprehensive Gainwell benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, paid holidays, floating holidays, and employee wellness programs
• flexible vacation policy
• 401(k) employer match
• comprehensive health benefits
• educational assistance
• leadership and technical development academies

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed