Manager, Customer Support

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 Leads customer support operations for Prior Authorization (PA) services within the state PBM (sPBM) program. Ensures high-quality service delivery, regulatory compliance, and efficient processing of pharmacy benefit requests. Your role in our mission Lead and develop customer support teams managing prior authorization workflows and member/provider inquiries Drive performance across key operational metrics (service levels, quality, turnaround times, productivity) Oversee escalations and ensure timely resolution of complex PA and pharmacy-related issues Ensure compliance with state Medicaid requirements, clinical guidelines, and PBM regulations Partner with clinical, operations, and state stakeholders to improve processes and service delivery What We're Looking For High school diploma or equivalent required 5+ years of PBM, healthcare call center, or prior authorization experience 2+ years of leadership or team management experience Strong knowledge of prior authorization processes, pharmacy benefits, and Medicaid programs Experience managing KPIs, reporting, and operational performance What You Should Expect In This Role Leadership in a fast-paced, high-volume prior authorization environment Collaboration with clinical teams, providers, and state partners Focus on service excellence, compliance, and operational efficiency The pay range for this position is $75,700.00 - $108,100.00 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. 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. #J-18808-Ljbffr