call center representative

bilingual call center representative

business analyst

data entry clerk

mailroom clerk

Gainwell Technologies LLC

I left my previous company under the pretense that I would be working as a tier 2 or tier 3 technical resource.  In fact, I was a tier 3 technical resource at my previous employment.  Since working at Gainwell, I've been nothing more than a administrative assistant.  Creating call bridges and escalating tickets.   When confronting my immediate supervisor and department manager about this.  I was told. If you don't like it, go somewhere else and you can't push a rope.

This company is very disorganized, exhibits issues with proper and effective communications.     Not very well defined or standardized escalation paths

Multiple ticketing systems with no integration between those systems.  That is if you can get individuals to actually use the ticketing systems.  There is a lot of working out of emails.  So you might have multiple email threads going back and forth on an issue.  Making it harder than it should be to work and resolve issues.  This same  can be associated with changes/change tickets. 

If you're looking for a career or advancement, then this is not the place for you.  Any training that I've accomplished since my employment here is what I've purchased personally myself.   I once applied for a different position but was told that someone accidently deleted a large number of job postings and never heard further on the subject matter. 

On multiple occasions,  I have been told one thing and the totally opposite happen. It's not something that inspires confidence and trust.  And you are discouraged from communicating issues with other levels of management, should you feel that issues aren't be addressed.

Management style from what I have experiences is comprised of gas-lighting and micro-management.   To treat an individual with 30+ years in the workforce as if they are less than an intern is demoralizing.

If you're looking to come to work for Gainwell,  I think you can do better. 




I've been with the company for around 6+ years, and looking back, I realize it may not have been the best decision for my career. While I’ve gained some value from the flexibility and work-life balance, my ambition has made it clear that the opportunities for growth here are limited. If you’re not particularly focused on career development, this could be a decent place to work, but for someone with higher aspirations, it might not meet your long-term goals.

Overall:
This company could be a decent place to work if you're not particularly ambitious, The paid is below average but the work-life balance and flexibility may justify it. However, if you're looking for career growth and higher pay, it may not be the best choice for the long term.

I would recommend this job for people above 45, people without much ambition, digital nomads, or OE.

A Typical Day at Work:
A typical day at Gainwell involved collaborating with team members and sometimes training offshore teams. The workload could be demanding, and priorities often shifted quickly, requiring adaptability.

What I Believe I Learned:
I gained experience in cross-team collaboration, project management, and mentoring. I also developed insight into organizational processes, corporate structures, and the challenges of balancing multiple responsibilities.

Management:
Management could be inconsistent. While some leaders provided support and guidance, others showed favoritism, which affected fairness in promotions, salary increases, and job security.

Workplace Culture:
The culture lacked diversity and inclusivity. Certain employees seemed insulated from layoffs and consistently benefited from promotions, which created disparities and a sense of inequity among staff.

The Hardest Part of the Job:
The hardest part was navigating job insecurity and witnessing inconsistencies in how employees were treated, especially when favoritism played a role in decisions about promotions and layoffs.

The Most Enjoyable Part of the Job:
The most enjoyable aspect was collaborating with team members, sharing knowledge, and contributing to projects that had a meaningful impact. Mentoring offshore colleagues also provided a sense of accomplishment and growth.

Pros:

Work from home flexibility.

Generous time-off policies.

Great peers and team collaboration.

Cons:

Pay is far below industry standards despite requiring/maintaining certifications and degrees.

Favoritism within management creates an unfair work environment.

Poor communication from leadership.

Training is inadequate and leaves employees unprepared.

No advancement opportunities or career growth.

Outdated technology and systems slow down productivity.

Micromanagement is constant and stifling.

Performance feedback only provided once a year.

While working from home and having supportive peers are definite positives, the low pay, micromanagement, and lack of growth opportunities make Gainwell Technologies a poor long-term choice. These issues ultimately led me to update my resume and seek employment elsewhere.

Advice to Management:

Reevaluate compensation to align with the certifications and degrees required for employment

Eliminate favoritism and create a fair, transparent culture where advancement is based on merit.

Improve communication channels so employees feel informed and valued.

Invest in modern technology and systems to increase efficiency and innovation.

Provide consistent performance feedback throughout the year, not just during annual reviews.

Empower employees by reducing micromanagement and fostering trust in their abilities.

Develop clear career paths and training programs to support professional growth.

If you're working as a BA, then expect yourself to be responsible to take part in every piece of the project with minimal or no guidance. You can learn, participate, be part of solutions that can help or touch people around the states in indirect ways, but you won't be growing as a BA due to a lot of discrepancy. Onboarding process has been a pain, especially if you're trying to learn the new system. I really appreciate the help from my onboarding buddy to give me better understanding of the work flow and letting me shadow his teams. However, even during my training, they put me in a starting point too early and I had to juggle around with the cross-functional movement process, and had to go through a lot of procedure with minimal knowledge. I had never worked for a company that expected new employees to become experts in different business areas in a month! It is really insane to comprehend the amount of things you need to process through so quickly, yet had to deal with a lot pressure from the company to be efficient with the work flow. The culture of the company is changing, but I don't feel any advancement of growth. Not to mention I have seen few people either resigned or quit during my first few weeks in the company. From my perspective, this feels like that I've been set for failure(based from other review).

Company is fairly new, so expect LOTS of gowing pains. This wouldn't be an issue if they had a strong leadership team, they don't. The company lacks direction, structure and effective leadership. The few team members that are playing leadership roles in an unofficial capacity aren't fit for the role (i.e. Gossip about other employees, lie to team members, etc). 

Requesting PTO or even scheduled company holidays (Yes, you will need to request company holidays off too and no, from their perspective you're not entitled to take them off) is absurd. Even after you have received PTO approval, it's only a conditional approval. You will have to check back in the week before you go on PTO to confirm you can still actually the take approved time off.  

Overtime is REQUIRED and not the exception. If you're working 8 hour days expect to be called out and more projects to be added to your plate. Initially, we were expected to be working 8+ hours a day, then that went to 10 hour days, then 12 hour days, and then weekends were expected too. This expectation was sent via email on weekly from management.

Gainwell really has zero consideration for their employees. It's sad really since they really have lots of wonderful experienced healthcare technology folks working there.  If you thrive in chaos, which I know some people do and enjoy it, this is the place for you! 

The opportunity was a contract role working directly for Gainwell on their Service Desk, though had connections to DXC Corporate. During the initial phases of the contract, Gainwell had/gave little direction as to what they wanted to be accomplished by the work I was hired to perform. The manager had never been in a management position and provided no insight as to what they would like to gain from their team members. For the most part, the day consisted of password resets and other similar tasks. 

I learned that asking questions to other employees and management led to chastizement and being spoken down to in front of other department/internal entities or team members (MS Teams). Middle Management had a one-hour 'get to know you call, though several months later they showed their true character by being shallow, plastic, and giving only lip service!  The upper-level hiring/regional manager would direct actions to be taken, though failed to respond to questions related to their initial request or concern. All levels of management expected their team to know what management wanted as if it were an instinctual character. When asked for clarification, the answer was often, 'I don't know.'

There are some good things about working at Gainwell. I like the people generally, and I can easily get time off when I need it. But there are a number of bad things:

1. Training. What training they offer is boring, out of date, and often incomprehensible unless you already know the subject. But for the most part, they offer no training at all to adequately prepare  employees for the complex body of knowledge they must understand in order to be productive. 

2. Overwork. I have strong work ethic and will put in long hours when it is needed, but this is exploited, not just for me but for everyone I know there. Working sixty hours a week is just assumed much of the time, and there is no reward offered for extra effort. Nowhere I have ever worked expects this level of personal sacrifice.

3. Recognition. I was hired for a particular position, but ended up accepting substantially more responsibility, which included supervising the work of others. However there was no official HR recognition for this because the job I was doing had no formal title, and I never received a new salary commensurate with the work I was doing. I tried repeatedly to get my actual work recognized, but it was refused. Even though my performance reviews were very strong, I got menial raises and no acknowledgement that I was working at a higher level than the job I was hired for. 

Working with Gainwell has been amazing regardless of the negative experiences I'll mention later on. You are able to learn more about Medicaid, help more people out, the method of training is unique from what I've ever experience professionally compared to other companies, the level of support from the unit leads assisting us with questions we have daily on each call is admirable as they handle their own calls.  I've really gotten to enjoy and LEARN working with this amazing team so far..

CONS: 
The PEOPLE who CALL the company: members, insurance brokers, provider's office (including the doctor's offices, the pharmacy), other people calling on behalf of other members feel like they are entitled to go past the state laws, past the HIPPA & PHI policies in order to assist them, often they CURSE, SWEAR AND SCREAM on a LIVE MONITORED AND RECORDED LINE at us when we are doing our job.   People like them make our job a lot more difficult and often traumatic. 

The company is quite frankly a joke. The training we received were team meetings talking about what we would do. Then when we went live we were thrown into the fire. Even if you're told that you won't be on phones you most definitely will be. The lead techs don't do anything to help you. If there a re a lot of people on hold they'll harass you to get on the phones rather than them hopping on to help. You will have a quota and absolutely no raise. Unless you're willing to work yourself to death and kiss up to people then you may get a raise. HR is non existent. If you have an issue the only way to reach out is through email there's no phone number. Even when you're online you'll get an email saying you were a no call no show and you'll have to argue it out over email because of their mistake. OT isn't technically required but you'll be expected to do OT and again you'll get no raise just an email saying you're appreciated. The biased within the company is a complete joke. There have been over 8,000 PAs in the queue at more than one point. I could go on and on but the bottom line is you will not be valued or cared about. You're a cog in a machine nothing more.

Top Job Titles	Average Salary
Call center representative 4 salaries reported	$33,625 per year
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Mailroom clerk 20 salaries reported	$36,143 per year

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