Business Compliance Liaison (CX) - Remote in USA

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 The 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. What We're Looking For • 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. What You Should Expect In This Role • 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 all remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS 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 on applications until Febuary 2, 2026, to take applications. Applying does not gurantee 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. 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. Apply tot his job