Vice President, Coordination of Benefits (COB) Delivery

Gainwell Technologies LLC

11d•Remote

About The Position

Gainwell Technologies is seeking an experienced and execution-driven Vice President of Coordination of Benefits (COB) Delivery to lead the end-to-end operations for our COB solutions across multiple clients and programs. This executive will be accountable for P&L performance, delivery excellence, operational scalability, product innovation, and quality outcomes across all COB services—including file and data management, eligibility and claims matching, third-party liability identification, recovery operations, and client reporting. The VP will guide a diverse operational organization and work closely with Technology, Analytics, Shared Operational Services, and client leadership to ensure Gainwell’s COB solutions deliver measurable value, operational efficiency, and world-class service. This leader must have deep expertise in health plan operations, payer coordination rules, recovery operations, and large-scale service delivery.Your role in our mission End-to-End Operational Leadership Provide executive oversight for all COB operational functions, ensuring timely, accurate, and compliant delivery across the entire service lifecycle. Own full P&L responsibility, including budgeting, forecasting, margin management, and performance against financial targets. Lead day-to-day operations across intake, file operations, cycle management, eligibility/claims matching, call center workflows, recovery operations, lockbox/payment processing, and invoicing. Ensure operational models, staffing, and performance structures support scalability and client growth. Delivery Performance & Quality Management Manage operational KPIs, SLAs, productivity standards, and quality metrics to ensure top-tier delivery performance. Implement robust quality assurance, workflow controls, compliance protocols, and continuous improvement practices across all COB functions. Monitor production trends, identify performance risks, and implement corrective actions to protect service quality and client satisfaction. Drive standardization and automation of COB processes to reduce variability, improve accuracy, and increase throughput. Product Innovation & Solution Evolution Partner with Technology, Analytics & Shared Operational Services partners to evolve COB products, workflows, and service capabilities. Identify operational inefficiencies, gaps, and opportunities for enhancement to drive product modernization and competitive differentiation. Support roadmap planning for new features, analytic capabilities, automation, and client-driven enhancements. Champion innovation initiatives that strengthen Gainwell’s position in the COB marketplace. Client Leadership & Relationship Management Serve as the senior operational executive for COB clients, ensuring transparency, performance accountability, and proactive communication. Participate in client governance meetings, performance reviews, and strategic planning sessions. Collaborate with Client Relationship Management and Sales teams on renewals, expansions, solution design, and service delivery alignment. Act as a trusted advisor to clients on COB operations, performance improvements, and industry best practices. Team Leadership & Organizational Management Build, mentor, and lead high-performing teams across operations, quality, workflow management, and recovery operations. Establish workforce planning, performance management, and talent development strategies to support service excellence. Foster a culture of accountability, continuous improvement, innovation, and operational discipline. Ensure organizational structure and staffing align with demand, client commitments, and business objectives. Cross-Functional Collaboration Work closely with Technology, Data Management, Analytics, Shared Operational Services, and other operational leaders to ensure seamless execution and service delivery. Support implementations teams in onboarding and transitioning new COB clients into steady-state operations. Partner with Finance, Compliance, and Legal to ensure operational integrity, financial accuracy, and regulatory adherence.

Requirements

10+ years of leadership experience in healthcare operations, COB, TPL, payment integrity, claims operations, or related payer services.
Proven success leading large operational teams with full end-to-end ownership, including delivery performance and P&L accountability.
Strong understanding of COB rules, eligibility and claims structures, payer coordination requirements, and recovery operations.
Experience managing complex operational environments with high-volume workflows and strict performance requirements.
Demonstrated ability to build and manage KPIs, operational dashboards, quality frameworks, and productivity models.
Excellent executive communication skills, client-facing experience, and ability to influence cross-functional leaders.
Ability to travel up to 15% within the United States.

Nice To Haves

Experience with Medicaid, Medicare, or large commercial payer COB programs.
Background implementing process automation, system enhancements, or operational transformation initiatives.
Experience supporting or collaborating with product development or solution innovation teams.
Six Sigma, Lean, or similar process-improvement certification.

Responsibilities

Provide executive oversight for all COB operational functions, ensuring timely, accurate, and compliant delivery across the entire service lifecycle.
Own full P&L responsibility, including budgeting, forecasting, margin management, and performance against financial targets.
Lead day-to-day operations across intake, file operations, cycle management, eligibility/claims matching, call center workflows, recovery operations, lockbox/payment processing, and invoicing.
Ensure operational models, staffing, and performance structures support scalability and client growth.
Manage operational KPIs, SLAs, productivity standards, and quality metrics to ensure top-tier delivery performance.
Implement robust quality assurance, workflow controls, compliance protocols, and continuous improvement practices across all COB functions.
Monitor production trends, identify performance risks, and implement corrective actions to protect service quality and client satisfaction.
Drive standardization and automation of COB processes to reduce variability, improve accuracy, and increase throughput.
Partner with Technology, Analytics & Shared Operational Services partners to evolve COB products, workflows, and service capabilities.
Identify operational inefficiencies, gaps, and opportunities for enhancement to drive product modernization and competitive differentiation.
Support roadmap planning for new features, analytic capabilities, automation, and client-driven enhancements.
Champion innovation initiatives that strengthen Gainwell’s position in the COB marketplace.
Serve as the senior operational executive for COB clients, ensuring transparency, performance accountability, and proactive communication.
Participate in client governance meetings, performance reviews, and strategic planning sessions.
Collaborate with Client Relationship Management and Sales teams on renewals, expansions, solution design, and service delivery alignment.
Act as a trusted advisor to clients on COB operations, performance improvements, and industry best practices.
Build, mentor, and lead high-performing teams across operations, quality, workflow management, and recovery operations.
Establish workforce planning, performance management, and talent development strategies to support service excellence.
Foster a culture of accountability, continuous improvement, innovation, and operational discipline.
Ensure organizational structure and staffing align with demand, client commitments, and business objectives.
Work closely with Technology, Data Management, Analytics, Shared Operational Services, and other operational leaders to ensure seamless execution and service delivery.
Support implementations teams in onboarding and transitioning new COB clients into steady-state operations.
Partner with Finance, Compliance, and Legal to ensure operational integrity, financial accuracy, and regulatory adherence.