Gainwell Technologies

Call Center Representative

• Handle escalated calls and complex customer inquiries by researching issues, identifying solutions, and ensuring timely follow-up and resolution
• Support day-to-day customer service operations by assisting supervisors/managers with workflow, call handling, documentation, and transaction accuracy
• Mentor, coach, and support less experienced team members by sharing knowledge, answering questions, and helping reinforce proper procedures
• Research customer inquiries, process requests, update account history, and document outcomes clearly and accurately
• Review client reports, monitor daily transactions, and recommend workflow or procedure improvements to support efficiency and data integrity
• Serve as a resource for team members, management, and customers regarding customer service issues, escalations, and operational questions

Call Center Unit Lead

Manager

• manages end-to-end product and engineering delivery
• leads the evolution of product management and engineering best practices
• oversees enhancement, design, pricing, and lifecycle management of products and services
• partners with customers, stakeholders, and development teams
• drives secure development practices across the lifecycle
• identifies opportunities to leverage AI/ML
• manages client expectations and balances organizational and customer priorities
• maintains revenue forecasts
• builds and leads high-performing engineering teams
• oversees operating and personnel budgets

Product Manager

Marketing

• Oversee and integrate the work of Product Marketing and Field Marketing/ABM Strategy to create unified marketing strategies for Gainwell’s solutions, ensuring alignment with company goals and market needs.
• Develop and lead the go-to-market plans for Gainwell public health and Medicaid solutions, focusing on positioning, messaging, and differentiation across both product and account-specific marketing campaigns.
• Work closely with product management, sales, account leaders, and sector growth leaders to ensure that marketing efforts support both broad product initiatives and targeted ABM programs for key state accounts.
• Ensure that core messaging and value propositions are consistent across all product and account marketing initiatives, effectively communicating the value of Gainwell’s solutions to public sector decision-makers.
• Lead a Field Marketing/ABM team to tailor product messaging for specific state accounts, ensuring personalized marketing efforts align with broader company objectives.
• Lead the development of marketing assets, campaigns, and sales enablement tools that support both product-level and account-level needs, providing the Field Marketing team with resources to target decision-makers effectively.
• Leverage insights from Field Marketing/ABM and product teams to refine go-to-market strategies and continually improve positioning based on market feedback, competitive analysis, and customer needs.
• Define and track key performance indicators (KPIs) across product marketing and ABM initiatives, ensuring campaigns and strategies deliver measurable impact on growth and customer engagement.

Vice President – Marketing

• Supervise daily healthcare call center operations to ensure quality customer service, operational efficiency, and compliance with service level agreements (SLAs)
• Support representatives with resolving complex customer inquiries while escalating service or operational concerns appropriately to leadership
• Review operational and client reports to ensure data integrity, policy compliance, and accurate transaction processing
• Train, mentor, and coach team members while supporting performance management, employee development, and hiring activities
• Collaborate with internal teams, leadership, and customers to improve processes, support service delivery, and maintain a positive customer experience

Supervisor, Healthcare Call Center

Administration

• Onboarding and ongoing training of contract management system users to support business growth initiatives
• Maintaining and abstracting contractual agreements in contract management system
• Managing contract expirations, including renewals and terminations
• Generating and updating management reports through the contract management system
• Overseeing the analysis of data to ensure business controls and data integrity
• Coordinating periodic certifications, and other disclosure-based documentation required by contracts and regulatory bodies

Contract Administrator

AI Engineer

• Design, build, and train machine learning and deep learning models for healthcare applications
• Develop, test, and deploy AI solutions in cloud and on-premise environments
• Work with large healthcare datasets and ensure compliance with HIPAA
• Implement and optimize AI models with software engineers
• Monitor, refine, and optimize AI models for accuracy and efficiency

Principal AI Engineer

DevOps Engineer

• Define and lead the enterprise Application Security and DevSecOps strategy aligned to business objectives
• Build and mature a shift-left security program integrated into CI/CD pipelines
• Establish and implement roadmap for API security, including governance, discovery, and runtime protection
• Balance governance with enablement by establishing guardrails, reusable patterns, and self-service security tooling that empower engineering teams
• Lead, mentor, and grow a high-performing security engineering team
• Oversee secure coding practices, SAST/DAST/SCA tooling, and vulnerability management processes
• Define API security standards including authentication, authorization, rate limiting, and data protection
• Drive threat modeling practices across critical applications and services
• Partner with engineering and development teams to remediate risks and improve secure design patterns
• Embed automated security controls into CI/CD pipelines
• Champion developer-first security tooling and workflows
• Partner with DevOps teams to ensure secure infrastructure-as-code (IaC) practices
• Measure and improve security posture through pipeline metrics and KPIs
• Define and maintain secure SDLC policies, standards, and control frameworks
• Establish secure design and architecture requirements for new systems
• Ensure alignment with regulatory and compliance requirements (e.g., SOC 2, ISO 27001, NIST)
• Lead security reviews and design approvals for critical initiatives
• Design and implement role-based and just-in-time developer security training programs
• Build secure coding guidelines and internal knowledge resources
• Drive security awareness and culture across engineering teams
• Partner with leadership to ensure adoption and accountability
• Define KPIs and KRIs for application and DevSecOps security maturity
• Report on risk posture, vulnerabilities, and program effectiveness to executive leadership
• Continuously assess and improve tooling, processes, and coverage

Director of Application and DevSecOps Security

Project Manager

• Lead end-to-end CX launch initiatives across contact center, mailroom, data entry, back-office operations, and provider-facing program implementations
• Define project scope, objectives, success criteria, and deliverables, translating business goals into actionable work plans and measurable milestones
• Develop and manage integrated project plans, ensuring alignment across business, operational, and technology teams, including Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations
• Drive cross-functional execution without direct authority, holding teams accountable to deadlines, dependencies, and deliverables
• Ensure operational readiness across contact center, mailroom, data entry, back-office, and provider-facing functions, including validation that staffing, workflows, tools, environments, and access are aligned to CX requirements
• Validate readiness beyond status reporting, confirming teams meet defined launch criteria prior to go-live
• Coordinate and oversee go-live and stabilization activities to support successful service delivery and performance outcomes
• Partner with technology teams to ensure system capabilities, access, and configurations align with CX operational requirements, without direct ownership of technology delivery
• Ensure CX requirements and workflows are represented, protected, and aligned across all cross-functional and technology-dependent workstreams
• Identify, assess, and proactively mitigate risks across operational and technology dependencies, ensuring CX impacts are clearly understood and addressed
• Lead governance routines, including executive status reporting, risk escalation, and decision-making forums to ensure transparency and alignment
• Communicate complex information, risks, and tradeoffs clearly and concisely to senior leadership and clients
• Drive continuous improvement in CX launch methodologies, standards, and operational readiness processes
• Contribute to the development and standardization of CX launch frameworks, playbooks, and reporting practices
• Mentor and guide project managers, promoting best practices in planning, execution, and stakeholder engagement.

Experienced CX Project Manager

• Drive the development of AI-powered solutions
• Collaborate with product and engineering teams
• Lead a team of AI engineers and data scientists
• Establish best practices for AI and GenAI deployment
• Stay informed about advancements in AI

Director, AI Engineering

• Design, develop, and deploy advanced AI solutions
• Lead a cross functional team to drive AI solution delivery
• Develop, test, and deploy AI solutions in cloud and on-premises
• Work with large healthcare datasets, performing data preprocessing, feature engineering
• Implement and optimize AI models within Gainwell’s existing technology stack
• Continuously monitor, refine, and optimize AI models for accuracy and efficiency
• Ensure AI implementations adhere to healthcare industry regulations

Senior Principal, AI Engineer

Data Scientist

• Designs, develops, programs methods, processes, and systems to consolidate and analyze unstructured, diverse big data sources using machine learning and predictive modeling tools
• Builds analytic models to identify and quantify solutions to business problems
• Interprets and communicates insights and findings from analysis and experiments to client, service, and business managers
• Determines probable future outcomes and recommends and delivers new business process improvements
• Provides leadership and work guidance to less experienced personnel towards build of software programs, algorithms and automated processes to cleanse, integrate and evaluate large datasets

Principal Data Scientist

Analyst

• Review and research suspended claims per DVHA guidelines.
• Refer claims to the appropriate department for further review when necessary.
• Process claim adjustments and corrections as needed.
• Prepare and issue Return to Provider (RTP) notices for incomplete or incorrect claims.
• Maintain and update claims resolution procedure documentation.
• Train backup or replacement staff as needed.
• Perform other duties as assigned.

Claims Resolution Analyst

• Design and build AI Solutions that use machine learning models, including GenAI, NLP, and predictive analytics solutions for healthcare applications
• Develop, test, and deploy AI solutions in cloud and on-premise environments, ensuring reliability, scalability, and real-world impact
• Work with large healthcare datasets, performing data preprocessing, feature engineering, and model training while ensuring compliance with HIPAA and other regulatory standards
• Implement and optimize AI solutions within Gainwell’s existing technology stack, collaborating with engineering teams to ensure seamless integration
• Continuously monitor, refine, and optimize AI solutions for accuracy, efficiency, and speed, leveraging MLOps best practices
• Stay updated with the latest AI/ML advancements, exploring new technologies and methodologies to enhance solution effectiveness
• Ensure AI implementations adhere to healthcare industry regulations, ethical AI principles, and data privacy standards
• Identify opportunities to automate workflows and optimize business processes using AI-driven solutions

Data Science AI Engineer – Advisor

Director

• Directs the organization and performance of certain functional areas and the activities of senior managers
• Provides staff direction with an understanding and following of established company policies and procedures
• Oversees business activities to ensure a high standard of professional excellence is maintained among staff members
• Directs business function including, approval of overall project plan, budgets, and work breakdown structure
• Establishes and implements short- and long-term strategies to deliver services to customers within reasonable schedules and budgets
• Establishes and communicates goals and objectives, defines methodologies, tasks, and activities, and clearly describes roles and responsibilities for performing to personnel
• Communicates broadly to help ensure overall coordination for cross-functional teams

Director of Technology

Consultant

• Support the Regional Provider Relations team by researching, investigating, documenting, and responding to provider and state partner inquiries within established response time standards
• Manage out-of-state and non-bordering Idaho provider concerns, including outreach, education, issue resolution, and follow-up
• Build and maintain professional relationships with healthcare providers, provider offices, associations, state partners, and operational teams
• Assist with the development and delivery of provider education materials through one-on-one support, virtual meetings, workshops, conferences, and group sessions
• Research claims, enrollment, credentialing, billing, compliance, and operational issues while identifying opportunities for workflow and process improvement