Transforming healthcare delivery and assessment services

As a senior managing director of health solutions and clinical services, Awilda Martinez manages a portfolio of health and human services programs for New York and New Jersey. These programs help Medicaid-eligible individuals and families access healthcare by delivering conflict-free assessments and assisting them in making informed choices about healthcare providers and health plans.

Awilda took a moment to share with us how her Maximus journey began, what inspired her passion for public service, and how she continues to navigate a changing healthcare landscape to deliver essential services to underserved communities.

My first role in 1998, was community relations manager for the New York Enrollment Broker Program, also called New York Medicaid CHOICE. My transition into this position was relatively easy. I had spent the previous three years at a community advocacy organization. During a training session, I met the chair of the Maximus Foundation, and we started talking about career opportunities at Maximus.

Around that time Maximus began partnering with New York to help the state introduce managed care to its Medicaid consumers. Looking back, I had the opportunity to help build the foundation for a program that’s continued to grow. And it all began with that chance meeting.

While attending college in Albany, I took advantage of an internship with the New York State Senate. I saw firsthand the importance of policy development and the direct impact it has on the lives of people.

The experience cemented my interest in public policy and administration. After graduation, I worked for a state senator representing the district where my parents lived after migrating from Puerto Rico to New York. I started, then paused, my graduate studies to work full-time. In 2022, I completed my Master of Public Administration degree. After three decades, I’m still dedicated to this field.

Over my 25 years at Maximus, I’ve had the opportunity to contribute to transformative changes in public health programs, including the rollout of mandatory Medicaid managed care. Through my early experience implementing the New York Medicaid CHOICE program, I gained insight into how state-led initiatives could be accessible to diverse communities — urban, suburban, and rural.

As states began reimagining their healthcare delivery systems, my role at Maximus expanded. I advanced into senior leadership roles, overseeing initiatives that ensure compliance with program requirements, streamline processes, and drive innovative solutions.

My work has supported the implementation of significant healthcare reforms that focused on the needs of older adults, persons in need of home and community-based services, and people who are blind or disabled. This deepened my understanding of the unique challenges these individuals face.

Most recently, I directed the launch of comprehensive assessment programs and other services for individuals with developmental disabilities, behavioral health conditions, and chronic conditions. These transformative programs provide consumers with complex needs quicker access to services.

My experience has further strengthened my commitment to developing scalable, sustainable public health solutions for the most vulnerable.

I’m incredibly proud of launching the New York Independent Assessor Program (NYIAP) especially during the unprecedented challenges of the COVID-19 pandemic. NYIAP ensures equitable access to home and community-based services, crucial for the independence and quality of life for individuals across New York.

Recruiting clinical professionals during COVID-19 required creative strategies, expanded outreach, and strict safety protocols to protect our staff and those we serve. Despite these hurdles, we demonstrated tremendous adaptability and resilience to successfully launch NYIAP, now one of the largest state-based assessment programs in the country. It’s deeply gratifying to know our work helps people live safely at home with the support they need.

While government regulations ensure programs meet performance, quality, and reporting standards, they also introduce layers of complexities that can make program implementation challenging. Navigating these complexities requires a deep understanding of policy, the goals of our state clients, and a commitment to delivering sensible solutions.

I work closely with my government partners to navigate regulations while actively seeking opportunities to deliver innovative solutions. Open communication that values diverse perspectives and is built on mutual respect and shared goals is critical to success. As a company, Maximus aims to build strong, trusting relationships where everyone’s input is valued. 

The long-term healthcare system faces several challenges, including an increased demand for services driven by an aging population as well as the complexity of delivering care while meeting evolving consumer expectations.

The system is fragmented by nature and often hinders service integration and efficiency. Addressing this challenge requires modernization, innovation, and a shift to person-centered, data-driven solutions.

Maximus is at the forefront of this transformation, using digital solutions, data analytics, and innovative service models to drive efficiency and improve program outcomes. We continually invest in new technology to meet client needs while prioritizing equity by bridging the digital divide and ensuring high-needs populations are included.

I believe all this sets Maximus apart as a leader and a partner to governments. It enhances our services and ensures that all individuals, regardless of their circumstances, have access to the services they need and deserve.

Many aspects of leadership are learned. My first example of leadership was my parents. From an early age, I saw firsthand what a strong work ethic and dedication to your community look like. My mom worked the night shift as an ICU nurse at a local hospital while also being an active member of local community groups. My dad was dedicated and committed to his work as a social service caseworker for more than two decades while also working part-time jobs as a math teacher and driving instructor.

These early experiences taught me that leaders lead by example. You can't ask someone to go above and beyond in their job if you have not done so yourself. Mentorship becomes easy when you can connect with that person on a personal level and show them that you're willing to roll up your sleeves and get the work done.