Medi-Cal Vendor Manager- West Sacramento, CA - Remote

Gainwell Technologies LLC•Any city, OH

10d•$56,300 - $80,400•Remote

About The Position

Gainwell is the leading provider of technology solutions that are vital to the administration and operations of health and human services programs. In this role, you will enable the Gainwell Customer Experience organization’s operational vendor management strategies and program pillars of strengthening operational efficiency while prudently managing costs and risk, consistently driving value for the clients, and delivering exceptional, frictionless experiences for Client members, providers and Gainwell employees, through effective vendor management of one or more vendor (contingent worker) relationships: Managed Services, Statement of Work [SOW], Agency Contractor [AC] Staff Augmentation, etc. You will foster and maintain positive relationships with Customer Experience [CX] vendors supporting contact center operations [voice and non-voice] for assigned Account(s) and will monitor, manage, and drive contact center vendor(s) performance. This job resides at the account level and requires continuous engagement and collaboration with account leaders and staff, centralized CX, and Gainwell enterprise teams.

Requirements

Bachelor's degree or equivalent combination of education and experience (business management, contact center or related field preferred)
Six or more years of functional area experience (contact center operations, vendor relations, human resources, procurement, information technology, etc.)
Demonstrated ability to lead strategic and organizational change delivering intended results and outcomes.
Strong relationship management skills, with demonstrated ability to effectively navigate and mediate conflict and foster direct dialog with vendors, external clients, employees, account partners, and internal business teams.
Strong analytical skillset and critical thinking (i.e., ability to compile, interpret and analyze data to make fact-based recommendations and decisions) and proactively disseminate best practices across the account (voice and non-voice scopes of work) to standardize and improve workflows.
Business and analytical problem-solving skills.
Good communications skills.
Ability to work independently.
Ability to follow oral and written directions.
Ability to understand and apply regulations applying to contact centers and or vendor management.

Responsibilities

Analyzes inquiries through use of personal knowledge of integrated contact center platforms, omni-channel support tools, call quality evaluation tools, customer relationship management (CRM) solutions, and medical claims processing operations. Augments knowledge with reference materials as needed.
Consults with management and/or business organization management to develop/implement appropriate response/resolutions for complex issues.
Develop, documents, and implement action plans and internal change management processes to foster successful partnerships with accounts and vendors. This includes removing obstacles and promoting improvements in how work within and across vendor and internal teams where shared work and SLAs exist.
Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution.
Manage day-to-day engagement and support for and of vendor(s) as single point of contact to identify and / or receive inquiries and escalations, research and resolve issues and challenge.
Facilitate Weekly Business Reviews, ramp calls, and other Vendor Management Operational [VMO] routines as required.
Conduct periodic audits to ensure compliance with regulatory requirements and internal policies.
Assess any requests from account vendors for changes or enhancements to the current agreements. Partnering with CX Vendor Management Operations, adjust and implement performance improvement plans based on the monthly / quarterly review findings.