Manager, Customer Support

Gainwell Technologies is dedicated to solving complex healthcare challenges and is seeking a Manager for Customer Support operations. This role will lead teams managing prior authorization services, ensuring high-quality service delivery and compliance with regulations.

Responsibilities:

• 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

Requirements:

• 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