Customer Relations Manager (Medicaid)

General Dynamics Information Technology • Montgomery, AL

1d • Hybrid

About The Position

At General Dynamics Information Technology (GDIT), we deliver solutions that improve state Medicaid operations. We are seeking an experienced Customer Relations Manager (CRM) to lead and manage interactions between the Fiscal Agent operations team and external stakeholders, including Medicaid providers, program participants, and state agency representatives. As the Customer Relations Manager, you will oversee provider relations, ensure timely resolution of customer inquiries, and promote operational excellence in customer service. This role is critical to ensuring positive stakeholder experiences and compliance with state and federal service requirements.

Requirements

• Bachelor’s degree in Business Administration, Public Health, Communications, Healthcare Management, or a related field.
• 5+ years of experience in customer relations or provider relations, preferably in Medicaid, healthcare, or a government program environment.
• Proven leadership experience, with a track record of managing teams and aligning departmental goals with organizational objectives.
• Strong knowledge of Medicaid policies, provider engagement, and customer service operations.
• Ability to interpret and implement policy changes while maintaining compliance with state and federal regulations.
• Excellent interpersonal, communication, and relationship-building skills.
• Proficiency in Microsoft Office Suite and familiarity with CRM or case management tools.

Nice To Haves

• Experience with healthcare IT or similar platforms.
• Knowledge of contractual compliance in vendor-customer agreements.
• Strong problem-solving skills and the ability to drive process improvements.

Responsibilities

• Strategic Leadership: Establish annual goals and objectives for the Customer Relations Department to align with the client’s broader goals and priorities. Direct departmental activities, ensuring efficient and effective operations that support the program's mission.
• Agency and Provider Liaison: Serve as the liaison between the client and GDIT on all customer relations activities, addressing issues and implementing future policy changes as needed. Build and maintain strong relationships with client representatives and providers to identify and address community concerns affecting the program. Facilitate educational initiatives to promote program awareness and understanding among providers.
• Compliance and Communication: Verify that the contractual obligations of the Provider Relations Department are consistently met. Ensure all provider communication is accurate, consistent, and aligned with Agency policies and goals.
• Performance Monitoring and Evaluation: Monitor the performance of staff supporting the client and conduct periodic performance evaluations. Evaluate the performance and service quality of departmental staff to ensure high standards of customer service. Review monthly quality metrics and reports, identifying areas for improvement and implementing corrective actions as necessary.
• Quality Assurance: Analyze departmental processes to ensure service delivery is efficient, compliant, and meets the needs of providers and stakeholders. Address performance gaps by developing and executing action plans to resolve identified issues.

Benefits

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Flexibility: Full-flex work week to own your priorities at work and at home
• Community: Award-winning culture of innovation and a military-friendly workplace

What This Job Offers

• Job Type: Full-time
• Career Level: Manager