Financial

Gainwell Technologies LLC•Any city, OH

2d•$69,400 - $99,200•Remote

About The Position

Gainwell is hiring a Customer Experience (CX) Mobilization - PM/BA w/Financial to support its Client Experience (CX) DDI Mobilization team and help prepare the team to meet client contact center launch objectives. The role applies project management and business analysis skills to client-facing work in healthcare. It is not a technical position. The position serves as a bridge among stakeholders, project managers, and clients; ensures CX requirements are identified, documented, and traced to how they are met; and documents related impacts, timelines, risks, and issues. The role also analyzes and recommends business-process improvements that support CX goals and communicates effectively with business leaders, stakeholders, team members, and clients. The position supports RFP, solutioning, proposal, and demo activities, including development of genericized CX operational reports. It also performs variance analysis, cost control, corrective-action coordination, budgeting, and re-forecasting for assigned project portfolios. This is a fully remote position available from U.S. locations. The candidate must be a U.S. citizen to satisfy contractual requirements. Office hours are 8 a.m. to 5 p.m. Eastern time. Pay is $69,400 to $99,200 per year, with the actual offer subject to factors including location, internal equity, job-related knowledge, skills, and experience.

Requirements

At least 3 years of contact center launch and/or operational exposure.
At least 3 years of practical BPO project management experience, including generating and maintaining standard PM artifacts and validating cost models and financials.
Ability to define, document, and manage scope, risks, assumptions, stakeholder expectations, and requirements traceability and management (RTM).
At least 5 years of business analysis experience eliciting, drafting/documenting, validating, and identifying how requirements are met (HRM), including through client-facing Requirements Validation sessions (RVS).
At least 5 years of Medicaid experience and exposure to NASPO, Provider, Claims, Encounters and Financials (CEF), and Pharmacy Benefits.
Flexibility, adaptability, self-direction, teamwork, creative thinking, and strong attention to detail.
Experience managing risk and strong communication and stakeholder-management skills.
Strong written, oral, and presentation skills for communicating with business leaders, clients, and stakeholders.
Experience with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools.
U.S. citizenship to satisfy contractual requirements.
Ability to join screenings, interviews, and meetings from a quiet location with a stable internet connection; camera use is required for interviews and screenings.

Nice To Haves

Experience developing integrated business requirements documents (BRDs) across multiple organizations.
Strong facilitation skills focused on requirements gathering, deliverable documentation, and Requirements Traceability Management (RTM).
Working knowledge of supporting CX RFP completion.

Responsibilities

Act as a knowledgeable bridge between stakeholders, project managers, and clients.
Verify that CX-specific requirements are identified and documented, detail how requirements are met (HRM), and capture impacts, timelines, risks, and issues.
Analyze, plan, outline, document, or recommend business-process improvements to support CX goals.
Communicate business ideas and messages clearly to business leaders, stakeholders, team members, and clients, and motivate others to take action.
Generate and maintain standard project management artifacts, including project plans/workplans, workbooks, RACI, DAIR, cost-model and financial validation materials, and CX-specific templates.
Elicit, draft, document, validate, and trace client requirements, including through client-facing Requirements Validation sessions.
Support RFP, solutioning, proposal, and demo processes, including creating CX reports such as Feedback Survey, inSight Reports, and other operational reports.
Perform actual-versus-budget variance analysis, identify cost or staffing overruns and schedule delays, and coordinate corrective actions with cross-functional project leads.
Lead budgeting and re-forecasting cycles for assigned project portfolios.