Healthcare Operations Account Delivery Leader

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

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

• 9 or more years of people management experience and healthcare account management or customer contact center leadership.
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.).
• Knowledge of and experience managing diverse teams across business operational areas (Authorized Services, Customer Contact Centers, Mailroom, Pharmacy, Provider Enrollment, etc.) and Industry DDI (design, develop, and implementation) acumen of Healthcare/Medicaid modules are also preferred.
• 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 data and metrics to drive informed decisions and address complex service delivery challenges effectively.

What you should expect in this role

• Hybrid position with 2-3 days onsite at our Madison, WI office.
• Opportunities to travel through your work (up to 25%).

This role is for pipelining purposes only. We are not actively hiring at this time but expect to open the position in the near future.