Commuications Manager (Hybrid in Tallahassee, FL)

Summary

As a Communications Manager at Gainwell, you will be a part of an innovative product company with a mission to serve the healthcare needs of our communities. You will oversee and guide the call centers, Plan and Provider Services, Publications, and Training functional areas to deliver superior service and achieve account goals and outcomes. You will use your managerial and analytical skills to drive your team's consistent improvement and success while maintaining the highest quality standards throughout the service lifecycle. Most importantly, you’ll have the chance to grow and develop as a professional through our exceptional developmental opportunities. Your work directly supports the Account Delivery Manager [ADM], Regional Leader, and internal business partners in achieving or exceeding contractual obligations and company 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:

• Oversee daily operations of Provider Enrollment Contact Center (PECC), Provider Services Contact Center (PSCC), Plan and Provider Services (PPS), Publications, and Training for the Florida MMIS account.  Build, develop, and lead a team(s) of individual contributors and supervisors, supporting employees and the execution of day-to-day operations.
• Work with employees and operational leaders to achieve Client Service Level Agreements (SLAs); Drive accountability and efficiency.
• Create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.
• Participate in client-related activities, including project planning, provider and health plan outreach, training; ensure employee adherence to company, client, and regulatory policies.
• Monitors departmental activities, such as staffing, performance management, hiring, and training.
• Leverages various reports to review and assess call center stats, metrics, staffing, and resource allocations.
• Ensures that departments are compliant with operational procedures and service level agreements.
• Establishes and maintains strong relationship with clients, and act as their primary point of contact for Communication and Training related matters.
• Develops and implements operational processes to support Florida Medicaid provider requirements, policies, and initiatives.
• Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance.
• Participates as a key project team member on Agency projects and initiatives.
• Establish and effectively lead routines at a regular cadence and utilize tools and reporting to drive team performance; train and provide ongoing coaching (account-specific metrics, productivity, Quality scores, etc.) to ensure employee engagement while maintaining client satisfaction.
• Other duties as assigned

What we're looking for

• A bachelor’s degree and minimum of three (3) years’ experience managing.
• Three (3) years or more of experience managing provider relations functions for a Medicaid program, other government health care program, or health care related organization.
• Experience and/or management and significant experience in communication management are also required
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (CxOne, Verint, Avaya, etc.).
• Strong analytical, communication, and problem-solving skills to interpret and effectively utilize data to support your team members, customers, and clients. Demonstrated strategic initiative implementation and execution, specifically with operating policies and procedures and work process improvements in customer contact operations.

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).
• Hybrid work arrangement; Must live in driving distance of Tallahassee, FL, and report onsite when needed.
• 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.
• For all hybrid positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload.  Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• The use of AI during interviews is prohibited. We frequently experience high applicant volume and applying does not guarantee an interview.
• This position will remain posted until April 12, 2026, to accept applications.

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