What are the responsibilities and job description for the Customer Support Associate - Frankfort, KY (HYBRID) position at Gainwell Technologies LLC and Careers?
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
The Customer Support Associate plays a critical role in supporting members, providers, and agencies by delivering accurate and timely assistance related to the Kentucky Medical Assistance Program. This role combines customer interaction, documentation, and system-based work to ensure compliance, service quality, and positive customer experiences. The position requires an initial on-site training period, followed by a hybrid work arrangement.
Your role in our mission
Handle high-volume inbound call center inquiries related to Medicaid billing and coverage for the Kentucky Medical Assistance Program.
Communicate clearly and professionally by phone while accurately documenting calls in a call tracking management system.
Review, interpret, and apply Medicaid policies, regulatory guidelines, and procedural documentation during customer interactions.
Manage multiple active cases and calls while maintaining accuracy, time management, and follow-through.
Meet established call center performance, quality, and documentation standards.
What we're looking for
Two or more years of Medicaid, healthcare billing, call center, or customer service experience preferred.
Strong verbal communication skills with a clear, professional speaking voice and active listening ability.
Ability to navigate multiple systems while engaging with customers in a phone-based environment.
Self-motivated professional able to maintain productivity and quality in a structured call center setting.
Strong organizational, multitasking, and time management skills in a high-volume environment.
What you should expect in this role
Provide billing and coverage assistance for the KY Medical Assistance Program, responding to inbound inquiries and accurately documenting interactions in a call tracking system
Review, interpret, and apply Medicaid policies, regulatory guidelines, and procedural documentation, completing both online and written correspondence
Manage multiple tasks efficiently while demonstrating strong time management, follow-up, attention to detail, and accountability in a structured work environment
Participate in on-site training for the first 4–6 weeks, then transition to a hybrid work model; standard schedule is 9:30 a.m. – 6:00 p.m. EST with scheduled breaks; company-provided equipment included
Receive a comprehensive Gainwell benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, paid holidays, floating holidays, and employee wellness programs
The pay range for this position is $23,000 - $32,000 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.
Salary : $23,000 - $32,000