Business Compliance Liaison; CX - Remote

Business Compliance Liaison (CX) - Remote in USA

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Summary:

The Business Compliance Liaison (CX) serves as the primary compliance and operational liaison for the Customer Experience (CX) organization, leveraging deep Gainwell process knowledge to lead the CX team in designing, documenting, and supporting the execution of operational procedures and protocols. This role ensures compliance with regulatory and enterprise requirements (FCC, HIPAA, EFT, Secret Shopper, etc.), coordinates cross-functional implementations, and proactively partners with Compliance, Legal, Talent & Development, and other departments.

The Business Compliance Liaison drives the creation of training programs, manages compliance reporting, and supports continuous improvement to protect the organization while enabling CX to meet SLAs and KPIs.

• Operational Procedures & Protocols:
  Establish, document, and coordinate implementation of CX operational procedures and protocols across accounts and functions.
• Compliance Program Support:
  Serve as the CX point person for programs requiring close alignment with Legal/Compliance, including FCC requirements for inbound/outbound calls, EFT protocols, HIPAA protocols, the Secret Shopper program, and monthly review of compliance materials.
• Training & Change Management:
  Partner with Learning Knowledge & Innovation and the corporate Learning & Development teams to coordinate the creation and delivery of training programs for compliance initiatives; coordinate proactive activities to ensure readiness and adherence to expectations.
• Reporting & Audit Readiness:
  Define and coordinate delivery of recurring compliance, training, and performance reporting; maintain documentation and evidence trails to support audits and reviews.
• Cross-Functional Collaboration:
  
  Communicate complex processes to diverse audiences and collaborate with cross-functional teams (PEO, COEs, Compliance, Legal, HR, Analytics, etc.) to mature procedures and protocols.
• Continuous Improvement:
  Monitor, manage, and proactively partner to enhance procedures and protocols, identifying gaps and recommending process improvements.

• Extensive healthcare operations expertise, including voice and non-voice channels, with strong communication and change management skills.
• Proven adaptability, attention to detail, and ability to translate expectations into scalable account procedures.
• Knowledge of compliance standards and practices (FCC, HIPAA, EFT fraud prevention, Secret Shopper programs).
• Experience with audits, regulatory reporting, process documentation, and supporting large multi-site programs.
• Background in customer experience operations with certifications in compliance or process improvement (Lean Six Sigma); skilled in fostering relationships across vendors, clients, and internal teams.

• This is a full-time permanent regular salaried (W-2) employee position.
• Monday through Friday work schedule (40 hours per week).
• Minimal travel (0–10%) for leadership or compliance meetings.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For remote positions, broadband internet connections should have a minimum speed of 24 Mbps download and 8 Mbps upload.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• This position will remain posted to take applications until Feb 2, 2026. Applying does not guarantee an interview.

The pay range for this position is $84,800 - $95,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Gainwell offers a generous benefits package including a 401(k) employer match, health benefits, flexible vacation policy, and opportunities for professional development. Gainwell Technologies is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, sexual orientation, status as a protected veteran, disability, or other legally protected characteristics.

• Mid-Senior level

• Full-time

• Management

• IT Services and IT Consulting

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