Customer Experience (CX) Mobilization - PM/BA

Role Description

As a Customer Experience (CX) Mobilization - PM/BA 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. Bring your passion for Project Management and Business Analysis skills to the Client Experience (CX) DDI Mobilization team. Your contributions will help us successfully position our CX DDI PM team to successfully meet our client contact center launch efforts. This is not a technical position.

• Play a critical part in ensuring Gainwell is meeting our clients’ objectives in important areas.
• Be a knowledgeable bridge between stakeholders, project managers, and clients.
• Verify all CX-specific requirements are correctly identified and documented.
• Detail how requirements are met (HRM) and capturing impacts, timelines, risks, and issues.
• Analyze, plan, outline, document, or make recommendations to improve business processes to support CX goals.
• Project strong professional presence and communication skills to deliver messages to business leaders, stakeholders, team members, and clients.
• Motivate others to action and communicate key business ideas in a digestible way.

Qualifications

• 3 years Contact Center launch and/or operational exposure.
• 3 years Project Management BPO practical experience generating and maintaining standard PM artifacts: Project Plan/Workplan, Workbook, RACI, DAIR, validating cost model/financials, as well as CX specific templates.
• Adept at defining, documenting, and managing scope, risks, assumptions, stakeholder expectations, and requirements traceability and management (RTM).
• 5 years’ BA experience eliciting, drafting/documenting, validating, and identifying how requirements are met (HRM) through client-facing Requirements Validation sessions (RVS).
• 5 or more years of Medicaid experience and exposure to NASPO, Provider, Claims, Encounters, and Financials (CEF), Pharmacy Benefits.
• Highly flexible, adaptable, self-starter, self-directed, team player, creative thinker, strong attention to detail.
• Experience managing risk, effective communication skills, and stakeholder management skills.
• Strong written and oral communication and presentation skills to deliver messages to business leaders, clients, and stakeholders.
• Support RFP, Solutioning, Proposal, and Demo Process to create and develop CX Reports such as Feedback Survey, inSight Reports, and other operational reports described in RFP and Proposal Process.
• Experience working with data administration, repository management, database creation techniques, and data warehousing standards, strategies, and tools to support.

Requirements

• Develop integrated business requirements documents (BRDs) across multiple organizations.
• Strong facilitation skills with a focus on requirements gathering, creating deliverable documentation, and Requirements Traceability Management (RTM).
• Working knowledge of supporting CX RFP completion.

Benefits

• Fully remote options from US locations only.
• Office Hours: 8a - 5p eastern time zone.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Variety of leadership and technical development academies to help build your skills and capabilities.