Customer Support Associate - Frankfort, KY; HYBRID

Customer Support Associate - Frankfort, KY (HYBRID)

Date:
Feb 9, 2026

Location:

Frankfort, KY, US,

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.

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.

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.

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.

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 ’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…