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

As a Senior Member Services Coordinator at Gainwell, you will play a key role in delivering accurate, timely, and professional support to customers, providers, and pharmacies. You will serve as a primary point of contact for complex inquiries, contribute to service quality improvements, and mentor team members to uphold Gainwell’s commitment to exceptional customer care. Join a team that thrives on problem-solving, collaboration, and meaningful impact across the communities we serve.

Your role in our mission

You will support Gainwell’s operational excellence by:

Managing and resolving a wide range of complex inquiries through email and outbound calls, ensuring clear and timely communication.
Investigating and resolving service issues, escalating inquiries to appropriate resources when needed.
Documenting all interactions, resolutions, and updates accurately in internal systems.
Collaborating with internal teams and external partners to resolve service concerns and enhance the member experience.
Supporting supervisors by mentoring staff, assisting with training, and providing phone support to the call center as needed.

What We're Looking For

To succeed in this role, you should bring:

Active Pharmacy Technician Certification and experience working with related systems or workflows.
Six or more years of customer service or contact-center experience, with the ability to manage complex issues.
Demonstrated experience collaborating across departments and supporting team initiatives.
Proficiency with office technology, computer systems, and help desk tools.
Strong communication, organizational, and analytical problem-solving skills.

What You Should Expect In This Role

Remote work environment requiring reliable attendance, professionalism, and the ability to manage complex inquiries independently.
Daily collaboration with customers, providers, pharmacies, and internal teams in a fast-paced, service-focused environment.
Opportunities to mentor team members, support operational improvements, and contribute to workflow enhancements.
Standard Monday–Friday schedule with flexibility based on business needs, supporting both call center and back-office operations.
Access to Gainwell’s full benefits package, including medical, dental, vision, prescription coverage, life insurance, EAP, paid holidays, flexible vacation policy after 90 days, and 401(k) retirement program.

The pay range for this position is $41,900.00 - $59,800.00 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 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.

Member Services Coordinator - Remote US