Customer Relations Operations Manager

Conduent•Montgomery, AL

3d•Onsite

About The Position

The Customer Relations Operations Manager leads all Medicaid Customer Relations Operations, serving as the primary point of contact for call center and mailroom functions while ensuring exceptional service delivery to recipients, providers, and agency stakeholders. This position is contingent upon the award of a government contract. Recruiting and interviewing activities may occur prior to contract award; however, employment and start dates are subject to contract award, funding, customer approval requirements, and/or satisfaction of any applicable pre-employment conditions.

Requirements

Bachelor’s degree in computer science, Information Systems, Healthcare Administration, Business Administration, or equivalent combination of education and experience.
8+ years managing Medicaid or major healthcare payer operations.
Strong call center leadership experience.
Excellent written and verbal communication skills.
Ability to thrive in a fast-paced, high-stress environment.
Must complete a background check that includes fingerprinting.

Nice To Haves

Medicaid program support experience.
Government healthcare contract experience.
Executive stakeholder presentation experience.

Responsibilities

Serve as the primary point of contact for Alabama Medicaid CPMS Customer Relations Operations.
Oversee Call Centers and Mailroom services.
Lead and support Call Center Managers.
Ensure SLAs and KPIs are met or exceeded.
Conduct audits and present quarterly agency reports.
Monitor customer satisfaction and drive continuous improvement.