Business Compliance Liaison (CX) - Remote in USA

About the position 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. SummaryThe Business Compliance Liaison (CX) serves as the primary compliance and operational liaison for the Customer Experience (CX) organization, leveraging deep Gainwell process knowledge and experience to lead the CX team to design, document, and support the execution 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.Your role in our mission 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, additional EFT protocols, expanded 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 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.

Responsibilities

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

Requirements

• 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.

Benefits

• 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.
• Company provided computer for work use.

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