Sr. Client Services Analyst

Gainwell Technologies LLC•Any city, OH

1d•$55,600 - $79,400•Remote

About The Position

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. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities. Summary 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. Responsibilities include conducting user training sessions, developing, and maintaining help documentation and training materials—including articles and videos—and promoting strong customer engagement. In this position, you will act as the client’s first point of contact for issues and escalations. This includes performing initial troubleshooting to determine whether a reported issue is related to the system or due to user error or knowledge gaps.

Requirements

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.

Nice To Haves

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

Responsibilities

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