Senior Professional Customer Support Remote US

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.

Summary

The Sr. Professional Customer Support serves as a senior-level customer support professional and subject matter expert (SME) for Electronic Visit Verification (EVV) and Electronic Data Interchange (EDI) operations. This position resolves complex customer and provider inquiries, serves as a primary escalation point, and provides day-to-day guidance and mentoring to Customer Support Representatives.

The role collaborates with internal teams, providers, state stakeholders, and vendors to ensure timely resolution of operational issues, compliance with program requirements, and delivery of high-quality customer service. The Senior Professional Customer Support contributes to employee development, process improvement, knowledge management, and operational excellence while supporting organizational goals and performance standards.

Your role in our mission

• Analyze and resolve complex customer, provider, EVV, and EDI inquiries while serving as a primary escalation point for complex service issues.
• Provide day-to-day guidance, coaching, mentoring, training, and cross-training to Customer Support Representatives to support performance and service quality.
• Serve as the subject matter expert for EVV and EDI processes, workflows, system functionality, policies, and program requirements.
• Collaborate with management, vendors, technical teams, providers, state partners, and business stakeholders to resolve issues, support system changes, and improve operational processes.
• Monitor performance and operational trends, identify root causes, recommend process improvements, maintain knowledge resources, and support compliance with contractual, regulatory, and company requirements.

What we're looking for

• Strong leadership, coaching, and interpersonal skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to interpret and apply policies, procedures, and regulatory requirements.
• Knowledge of Medicaid, healthcare operations, EVV processes, and EDI transaction standards preferred.

What you should expect in this role

• Remote
• Regular collaboration with internal teams, providers, vendors, and state stakeholders.
• Participation in training, testing, implementation activities, and escalated issue resolution as business needs require.

• #LI-REMOTE
• #LI-LS2

In order to effectively work as a teleworker with Gainwell, employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8MBS upload.

“The deadline to submit applications for this posting is 9/08/2026.”

The pay range for this position is $51,000.00 - $63,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.