SummaryThe Medi-Cal Provider/Member Services Organization Deputy Director role requires a visionary and strategic leader who can establish long-term direction, anticipate and respond to evolving policy and program priorities, and drive organizational excellence through innovation, collaboration, and operational leadership.
Exceptional communication, influence, and relationship-building skills are essential. This leader must be adept at aligning cross-functional stakeholders, fostering collaboration across operational, training, quality, policy, and client-facing organizations, and advancing strategic initiatives through effective partnership, consensus-building, and leadership beyond direct reporting relationships.
Your role in our mission- Act as the principal manager over the Provider/Member Services organization by managing or overseeing inbound and outbound operations across front and back office functional areas; including staff optimization, quality performance, operational compliance and team development to ensure exceptional customer service delivery and achievement of service level agreements.
- Monitor operational metrics across front and back office teams, as contractually defined, in addition to corporate measures and standards. This includes but is not limited to call center, training, communications, outreach, research services, quality scores, productivity, attendance, and customer experience trends while implementing action plans for continuous improvement.
- Partner with executive leadership, operational teams, and clients to present operational updates, performance metrics, trends, and process improvement initiatives.
- Maintain strong client relationships by leading scheduled meetings, coordinating deliverables, communicating operational updates, and addressing escalated concerns professionally and proactively.
- Ensure compliance with HIPAA Privacy and Security Rules, Medicaid guidelines, internal policies, and quality assurance standards across all operational activities.
What we're looking for- Minimum of 5 years of operational leadership experience within a healthcare, managed care, Medicaid, or healthcare operations environment.
- Bachelor's degree in Healthcare Administration, Business Administration, or related field preferred; additional relevant management experience may substitute for the degree on a year-for-year basis, including, but not limited to, administrative or program manager experience with substantial participation in the formulation, operation, and/or evaluation of Program policies.
- Leadership role within a fast-paced, high-volume healthcare call center environment focused on operational performance, customer experience, and service excellence.
- Regular interaction with executive leadership, operational stakeholders, clients, and cross-functional teams.
- Experience leading workforce optimization, operational improvements, client engagement initiatives, and performance enhancement strategies.
Other Qualifications- Strong understanding of HIPAA Privacy and Security Rules, Medicaid guidelines, quality assurance standards, and healthcare customer service operations.
- Experience analyzing operational metrics such as handle time, first call resolution, quality scores, staffing trends, productivity, and customer experience data.
- Strong leadership, communication, coaching, presentation, stakeholder management, and problem-solving skills with the ability to influence and motivate teams.
What you should expect in this role- Hybrid work environment. The office is in West Sacramento.
- The deadline to submit applications for this posting is September 7, 2026
The pay range for this position is $81,000.00 - $115,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
