Gainwell Technologies

Manager, Customer Support

Gainwell Technologies$75K — $108K *
Healthcare
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • High school diploma or equivalent required
  • 5+ years of experience in PBM, healthcare call center, or prior authorization
  • 2+ years in a leadership or team management role
  • Strong knowledge of prior authorization processes and pharmacy benefits
  • Experience managing KPIs and operational performance

Responsibilities

  • Lead and develop customer support teams for prior authorization workflows
  • Drive performance across key operational metrics
  • Oversee escalations and resolve complex issues
  • Ensure compliance with state Medicaid and PBM regulations
  • Collaborate with clinical, operations, and state stakeholders to enhance service delivery

Benefits

  • Generous and flexible vacation policy
  • 401(k) employer match
  • Comprehensive health benefits
  • Educational assistance
  • Opportunities for career development through various academies
Full Job Description
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.

About Gainwell Technologies

Gainwell Technologies offerings including Medicaid Management Information Systems (MMIS), fiscal agent services, program integrity, care management, immunization registry, and eligibility services. With over 50 years of proven experience, Gainwell carries forward a reputation for technological innovation, service excellence, and unparalleled industry expertise in offering clients scalable and flexible health and human services solutions for their most complex challenges.

Gainwell Technologies Careers

There has never been a more opportune time to join Gainwell Technologies, a leader in providing cutting-edge technology solutions. As a hub of innovation and diversity, Gainwell Technologies offers a plethora of job opportunities aimed at enhancing the digital landscape.

Work You’ll Do

Join Gainwell Technologies' esteemed team to assist some of the most prominent organizations in mastering their technological advancements and digital transformations. At Gainwell Technologies, the focus is on leveraging a unique blend of technology, industry expertise, and digital innovation to lead the market. Professionals at Gainwell Technologies are positioned uniquely at the crossroads of technology and consulting, driving leadership and growth in various sectors through transformative solutions.

Gainwell Technologies Professional Growth and Opportunities

The team is dedicated to building a leading-edge environment that fosters professional growth and innovation. Gainwell Technologies is not just about addressing the current needs of the market but also about foreseeing and shaping the future of technology.

Innovative Work

At Gainwell Technologies, employees engage in groundbreaking work at the intersection of technology and practical application. The company is home to a large group of dedicated professionals who are committed to delivering robust solutions on trusted platforms.

Career Advancement

Embark on a career journey with Gainwell Technologies where the sky is the limit. The company supports ambitious professionals with comprehensive training, development programs, and diverse certification opportunities designed to future-proof careers in the technology sector.

Explore Job Opportunities and Culture

Gainwell Technologies is committed to creating a workplace culture that promotes diversity and inclusion, where every team member’s contribution is valued. Explore various job opportunities, from internships to full-time positions, and become part of a team that values innovation and leadership.

The Gainwell Technologies Commitment to Diversity and Professional Development

Gainwell Technologies recognizes the importance of diversity training and professional development in creating a thriving workplace. The company is dedicated to providing employees with the resources they need to succeed in their careers and contribute to the industry effectively.

Stay Connected with Gainwell Technologies Careers

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10,001 employees
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