Help Desk Analyst Customer Support - Hybrid / West Sacramento, California

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

At Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Gainwell empowers you to help clients deliver better health and human services outcomes using innovative technology and solutions, enabling you to design your career for growth, new possibilities, and refinement of your valuable skills. Here are the details on this position.​

Your role in our mission

• Develops deep understanding of targeted stakeholders to identify key influencers and communication channels and methods to effectively engage with the stakeholder group. Adhere to the client’s SLAs and consistently meet production targets
• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Develops understanding of the client's business and applies knowledge to support efficient procedures and adherence to service level agreements. Contributes to problem identification and resolution
• Handles company confidential data according to policy and guidelines. Adheres to existing security policies and procedures

• Handles inbound/outbound calls and emails from stakeholders, MCP and DHCS

What we're looking for

• Bachelor's degree or equivalent combination of education and experience.

• A minimum of three (3) years of experience in an inbound/outbound call center required; two (2) years of experience in a technical help desk support.
• Demonstrated knowledge of the Department of Healthcare Services (DHCS) and their programs and initiatives for the Medi-Cal population.
• Experience working with the interface of data and functional groups within an organization
• Attention to detail and strong organization skills. Ability to multi-task and prioritize tasks related to project timelines to meet schedules, client deadlines, and delivery deadlines.

What you should expect in this role

• Must be a resident of the state of California and located in the Sacramento area.
• Hybrid work environment 1-2 days a week in the office as needed for face-to-face and client meetings with the remainder of time remote work.  The office is located in the West Sacramento area.

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The pay range for this position is $55,300.00 - $79,000.00 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.

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 committed to a diverse, equitable, and inclusive workplace. We are proud to be 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), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.