** Medicaid Customer Service PM**

Date: Jan 13, 2022 Location: Salem, OR, US, 97302-1359

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