CX Business Compliance Liaison

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

As a CX Business Compliance Liaison at Gainwell Technologies, you will support the Director of CX Business Compliance in translating approved requirements into consistent, evidence-based practices across Customer Experience accounts. You will provide day-to-day compliance oversight, consultative guidance, escalation coordination, reporting, and implementation support for member and provider account access, provider Electronic Funds Transfer (EFT), and portal administrator changes. You will provide functional oversight of verification-review activities performed by both Verification Specialists and Senior Verification Specialists, including reviews of completed account work and independent quality reassessments.

Working with account leaders and functional partners, you will help resolve control gaps, maintain procedures, coordinate training, support new-account readiness, and provide backup support to maintain operational continuity within documented delegated authority.

What you should expect in this role

• Compliance monitoring and guidance:
  Monitor adherence to approved requirements, identify control gaps and recurring issues, provide compliance guidance, and elevate findings or matters requiring additional authority.
• Verification and quality oversight:
  Provide functional oversight and guidance for Verification Specialists and Senior Verification Specialists. Coordinate reviews of account work and independent quality reassessments to confirm required controls, approvals, supporting evidence, and documented outcomes are in place. Support audit-the-auditor reviews, sampling, calibration, root-cause analysis, and corrective-action validation.
• Verification safeguards and escalations:
  Monitor adherence to authentication, identity and representative authority validation, trusted contact sources, outbound verification, approved scripts, and recording requirements. Serve as an escalation contact for complex, disputed, incomplete, or high-risk matters, including potential fraud, privacy, or security concerns.
• Cross-functional coordination:
  Partner with Privacy, Security, Legal, Risk and Compliance, Operations, Quality, Technology, Training, implementation teams, and account leadership to align requirements, resolve issues, and document decisions.
• Quality and continuous improvement:
  Support quality monitoring and secret shopper programs, communicate findings, coordinate corrective actions, and track recurring issues through resolution. Use review findings, operational data, and stakeholder feedback to improve processes, tools, training, consistency, efficiency, and risk reduction.
• Procedure governance:
  Draft and maintain policies, SOPs, scripts, checklists, and work aids. Coordinate stakeholder reviews and approvals, communicate changes, and ensure approved procedures are consistently implemented across accounts.
• Training and readiness:
  Coordinate role-based training, knowledge checks, access requirements, refresher training, and production-readiness activities. Support new-account implementations by aligning procedures, controls, training, reporting, escalation paths, and required approvals.
• Reporting and records:
  Gather and validate compliance data, report trends, risks, corrective-action status, and readiness gaps, and maintain secure and traceable records, evidence, and audit trails.
• Operational continuity:
  Provide backup support as needed to maintain CX Business Compliance activities, document actions and handoffs, and elevate matters outside delegated authority.

What we're looking for Basic qualifications

• Bachelor's degree or an equivalent combination of education and relevant experience.
• Nine or more years of experience in healthcare operations, compliance, privacy, quality assurance, risk management, or a related area.
• Experience working in a HIPAA-regulated environment and applying privacy, confidentiality, and information-handling requirements.
• Experience reviewing business processes, documentation, or operational practices to identify compliance gaps and ensure established requirements are being followed.
• Experience writing, developing, and maintaining policies,…