Summary

Account Delivery Manager (ADM) is responsible for the delivery of the operational services within a MMIS account, cost and resource management, maintaining client relationship, driving improvement, and identifying cost savings and efficiencies.

The ADM partners with the Account General Manager (AGM) and Account Delivery Leader (ADL) on overall account management, maintaining SLAs (Service Level Agreements), and the successful delivery of the client contract requirements.

Your role in our mission

Responsibilities

• Interacts with external client on operational services within the MMIS account.
• Reports out on KPM compliance at a minimum on a monthly basis internally and externally to the client.
• Manages people and non-people leaders’ individual and team performance and goals.
• Manages several operational area(s) or team(s) of company employees with well-defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction setting within the area of responsibility.
• Ensure operational excellence by establishing key metrics and ensuring team goals and contractual commitments are met or exceeded.
• Supports and conducts meetings with account leaders to assess compliance with SLAs.
• Generally sets work activities of teams and projects of teams providing service delivery to solve various business systems and applications needs.
• Responsible for coordination with other account and company teams, ie. Process improvement, best practices and standards, etc.
• Manages performance management process for company employees.
• Responsible for managing vendor relationships and contractual obligations.
• Responsible for managing a budget and leading, managing, sponsoring or participating on projects.
• Reports on performance and quality measures
• Performs analysis of account and department reporting, including client reporting.
• Implement improvement plans if deficiencies are found.
• Oversees, supports, and monitors day-to-day activities to ensure timely and effective execution
• Authorizes when to escalate and resolve implementation and operational issues to meet contract expectations
• Supports and contributes to Request for Proposals (RFP) as needed
  

What we're looking for

• 5 or more years of healthcare account operational experience (Claims Processing, Provider and Member Services, Call Center, Finance, and Quality)
• Experience working with client vision, business objectives, and critical success factors
• Strong interpersonal, leadership, and presentation skills for interacting with and influencing team members, clients, thought leaders, and subject matter experts
• Good strategic management and planning skills
• Proven ability to select, develop, coach and mentor employees to be successful to meet client commitments

What you should expect in this role

• Must be able & willing to travel to the office location in Reno, Nevada to work on-site as needed
• Hybrid work schedule between on-site & remote

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