Commuications Manager (Hybrid in Tallahassee, FL)

Gainwell Technologies LLC•Tallahassee, FL

1d•$87,300 - $124,700•Hybrid

About The Position

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.Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes.

Requirements

Must possess a Bachelor’s degree
Minimum of 3 years of experience managing Provider Relations Call Centers
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.

Nice To Haves

Experience with health care billing for Medicaid, Medicare or health care public relations field preferred.

Responsibilities

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