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Medicaid Customer Service PM - Salem, United States - Gainwell Technologies
Description
** Medicaid Customer Service PM**
Date: Jan 13, 2022 Location: Salem, OR, US,
Req ID: 8231 **Job Description:**
Manages Customer relationship with the business. Leads the Gainwell Business Solutions Group team and the Gainwell state trainers. Responsible for helping to grow the business and may lead projects as needed for the business.
**Contractual Requirements**
Customer Service Manager
The primary point of contact with OHA for the customer service functions.
Minimum of two (2) years experience in managing customer relations for a health care program or health care system.
Facilitates quality and Performance reviews
Assists the OHA Training Coordinator with all training activities
Conducts research and resolves issues related to help desk ticket resolution as needed
Monitors project statistics to ensure contract compliance
Assists in the development of policies and procedures for OHA
The Customer Service Manager will not serve in any other key position and will be fully dedicated to OHA
**Responsibilities**
Maintain a pulse on the client and business relationship and address any issues that arise
Meet with Key business leaders and counterpart on a regular schedule
Lead Business engagement sessions with various business units in OHA
Lead client presentations on new business and growth opportunities
Lead the compilation and delivery of monthly and yearly contractual deliverables
Work with BSG, account leadership, and State leadership to determine new areas of business.
Coordinate with Training team to ensure training sessions go well and the Agency Training Manager is happy with delivery
Lead the team to drive change The BSG needs to be looking to the future and the bigger picture, coming up with creative solutions for complex needs.
As needed manages internal projects including project team and deliverables and relationship with client
**Additional Desired Qualifications/Traits**
Strong business and industry knowledge
Responsive (internal and external)
Ability to build strong relationships both within Gainwell and OHA
Change agent
Advanced soft skills , both verbal (i.e. in person conversations) and non-verbal (i.e. emails, technical writing)
Ability to negotiate solutions/conflicts as well as manage internal/external expectations
Ability to manage direct and indirect teams
Ability to navigate/interpret contractual/technical language
Team centric
A keen eye for details/errors
Solid track record in meeting/exceeding expectations
Advanced Microsoft Office skills (Excel, Visio, Word, Outlook, and PowerPoint)
Strong presentation skills to large groups and executives
High-level understanding of IT and/or Healthcare
Strong understanding of the SDLC and related methodologies (i.e. Waterfall, Agile)
Ability to inquire and understand clients business priorities
Ability to educate account team on business priorities and needs
Ability to derive and present business value of our solution
Ability to predict and overcome objections
