Account Delivery Manager (Nashville, TN)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

As a ​Account Delivery Manager (Nashville, TN) at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

Your role in our mission

• Manage the delivery of operational services for an account (people, processes, and technology). Directs daily work activities and priorities, driving innovation, cost efficiency, and performance optimization.
• Build, develop, motivate, and lead teams of leaders and individual contributors, supporting employees through ongoing execution of management activities.
• Establish and effectively lead weekly, monthly, and quarterly routines to achieve Client contractual SLAs and bonus targets, assigned goals, objectives, and account scorecard deliverables.
• Create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.
• Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance.
• Maintain budgets and lead and contribute to projects (Business as Usual [BAU] and Transformation). Partner with other leaders to positively influence the financial impact for their respective business area(s).
• Contribute to developing new service offerings and enhancements based on market trends and customer needs.

What we're looking for

• 9 or more years of people management experience and healthcare account management or customer contact center leadership.
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.).
• Knowledge of and experience managing diverse teams across business operational areas (Authorized Services, Customer Contact Centers, Mailroom, Pharmacy, Provider Enrollment, etc.) and Industry DDI (design, develop, and implementation) acumen of Healthcare/Medicaid modules are also preferred.
• Advanced experience leading moderate to large cross-functional teams and initiatives; demonstrated proficiency in collaborating in matrixed organizations.
• Strong written and oral communication and interpersonal skills to work effectively with team members, customers, and clients.
• Demonstrated ability to interpret data and metrics to drive informed decisions and address complex service delivery challenges effectively.

What you should expect in this role

• Opportunities to travel through your work (0-10%)
• This position is located in Nashville, TN.
• This is a full-time permanent regular salaried (W-2) employee position.
  • Monday through Friday work schedule (40 hours per week) in a hybrid setting.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• Employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Video cameras must be used during all interviews, as well as duri