Senior Client Services Analyst

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.

Your role in our mission

• 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

What we're looking for

• 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.

Desired Qualifications

• Certified Fraud Examiner (CFE)
• 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
• Requires the ability to communicate and exchange information
• Requires the ability to comprehend and interpret complex documents and data
• May be required to travel at least 10% of time based on business needs
• Video cameras must be used during all interviews, as well as during the initial week of orientation
• The Deadline to submit applications for this posting is October 30, 2026.

The pay range for this position is $55,600.00 - $79,400.00 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.