Senior Professional Customer Support Remote

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.”