CAG Product Manager

Role Overview

MHK is a Software as a Service (SaaS) platform used by health plans to perform operational functions including processing grievances, appeals, authorizations, and care management in compliance with Medicare, Medicaid, and other state and federal regulations.

The Manager of Product Complaints, Appeals & Grievances (CAG) will provide guidance to the team regarding day-to-day activities, compliance and business subject matter expertise to maintain and enhance the Care Prominence platform. This includes managing the product throughout the product lifecycle, gathering and prioritizing product and customer requirements, and defining the product vision. The Manager of Product (CAG) will also be responsible to oversee resources and engage customers on the products potential with an innovative perspective on product development.

We are looking for an experienced Complaints, Appeals & Grievances subject matter expert who is passionate about delivering excellent customer service. If you would like to join a dynamic, fast-paced environment and work with cross-functional teams to design and roll-out products that deliver the organization's vision and strategy, we are interested in speaking to you.

Key Responsibilities

• Gain a deep understanding of customer experience, identify, and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth
• Create buy-in for the product vision both internally and with key external partners, ensuring a mature approach that balances client and MHKs own business needs.
• Scope and prioritize work based on business and customer impact.
• Translates product strategy into detailed requirements and drives the product roadmap.
• Responsible for overseeing client implementations and ensuring success and on-time delivery.
• Serve as subject matter expert and provide direction and expertise to the rest of team when needed.
• Maintain and direct OOB configuration and workbooks for CAG modules.
• Assists the CAG Director in developing future Product Roadmap strategy and manages the team to meet internal capital development goals and targets.
• Collaborate within a multi-disciplinary team to provide support for new and installed systems and to resolve issues.
• Coordinates and works under the direction of the CAG Director and the rest of the Product Management team to achieve department goals, deadlines and objectives.
• Participates in client facing events and is required to be a part of and present at workshops and conferences.
• Ensures that his or her team follows prescribed MHK policies and procedures.
• Is a champion for the MHK and the CAG Product Team.
• Assists when needed in Sales Demos and RFPs when needed.
• Participates in special projects and other tasks as directed by MHK leaders.
• Travel at least once per quarter is required.

Education/Experience

• Bachelor's degree preferred.
• 5 years managed care experience
• Demonstrates excellent critical thinking skills and the ability to problem solve.
• Excellent written, verbal communication and interpersonal skills.
• Formal presentation experience.
• Experience in managing customers, clients, or vendor personnel of all management levels.
• Proven leadership abilities.
• Excellent relationship building skills, results orientated with a high level of integrity.
• Knowledge of product lifecycle development and agile methodology.
• Ability to work to multiple timelines and manage workload demands effectively.
• Relevant health care or product development experience can be used in lieu of the education requirement.
• Position can be Remote or based in Tampa, FL.

COMMITMENT TO DIVERSITY & INCLUSION:

We are committed to cultivating and preserving a culture of inclusion and connectedness through collaboration. We grow and learn better together with a diverse team of employees. We welcome the unique contributions and the different perspectives of a diverse team. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please visit EEO is the Law, EEO is the Law Supplement, Pay Transparency, and MHK EEO/AA Statement.