Account Delivery Operations Manager - Indianapolis, IN

Summary

As an Account Delivery Manager (ADM) at Gainwell, you are critical in ensuring the efficient delivery of services to our clients and customers. You collaborate with stakeholders, including internal employees, vendors, account partners, and external clients and customers, to provide exceptional service and operational efficiency. You are responsible for meeting contractual obligations, optimizing processes, and maintaining high-quality standards throughout the service lifecycle. Your role is essential in driving operational performance within our CX organization and supporting our client relationships. You partner with the Regional Leader, Account General Manager (AGM), and Account Delivery Leader (ADL) to continuously improve service delivery and exceed our goals and objectives.

Your role in our mission

Essential Job Functions

Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you will:

• Manage the delivery of operational services for an account (people, processes, and technology). Directs daily work activities and priorities, driving innovation, cost efficiency, and performance optimization.
• Build, develop, motivate, and lead teams of leaders and individual contributors, supporting employees through ongoing execution of management activities.
• Establish and effectively lead weekly, monthly, and quarterly routines to achieve Client contractual SLAs and bonus targets, assigned goals, objectives, and account scorecard deliverables.
• Create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.
• Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance.
• Maintain budgets and lead and contribute to projects (Business as Usual [BAU] and Transformation).
• Partner with other leaders to positively influence the financial impact for their respective business area(s).
• Contribute to developing new service offerings and enhancements based on market trends and customer needs.

What we're looking for

Basic Qualifications

• 9 or more years of people management experience in a healthcare environment.
• Proficient with Microsoft Office suite and hardware
• Knowledge of and experience managing diverse teams across healthcare payer business operational areas (Claims, Member Enrollment, Customer Contact Centers, Mailroom, Provider Enrollment, etc.).
• Advanced experience leading moderate to large cross-functional teams and initiatives; demonstrated proficiency in collaborating in matrixed organizations.
• Strong written and oral communication and interpersonal skills to work effectively with team members, customers, and clients.
• Demonstrated ability to interpret complex contractual requirements into executable, reportable business processes and manage a team to perform to that standard. Interpret data and metrics to drive informed decisions and address complex service delivery challenges effectively. 
• Perform all work with excellent written and verbal communication skills.  It is the expectation that communications from this role can be shared to the highest level of client or internal stakeholder without hesitation.

Preferred qualifications:

• 10 or more years working across healthcare payer operational areas, especially in the Medicaid or other government payer space.
• Experience working in a highly regulated environment, interpreting complex contracts into executable, reportable business processes.

What you should expect in this role

• Hybrid opportunity in Indianapolis, IN

The deadline to submit applications for this posting is 12/6/2024.

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