Customers Relation Operations Manager

Acentra Health, LLC•Montgomery, AL

1d•Onsite

About The Position

Acentra Health is looking for a Customer Relations Operations Manager to join our growing team. This is an onsite position, and requires that the candidate must live within a commutable distance from Montgomery AL, and be able to work onsite up to 4 days a week. The Customer Relations Operations Manager will oversee and manage all aspects of customer relations and related operations to the Medicaid/MMIS Customer Relations program. You will be the primary point of contact for all Medicaid CPMS Customer Relations Operations, including but not limited to, Call Centers and Mailroom. You will focus on adherence to established standards, training, and actively work to enhance operational efficiency and elevate customer satisfaction, contributing significantly to the overall success of our organization. Candidates must live within a commutable distance from Montgomery AL and be able to work onsite up to 4 days a week. Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules. The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.

Requirements

Bachelor’s degree or equivalent work experience
8+ years of experience managing Medicaid or major Health Care Payer Operations
Successful track record of managing customer service, conflict resolution, and crisis de-escalation.
Proven track record of effective skills in presentations, written and communications with all levels (staff, executive suite and external clients).
Ability to handle fast-paced, high-stress environment
Candidates must live within a commutable distance from Montgomery AL and be able to work onsite up to 4 days a week

Nice To Haves

Possess a strong background in analysis and reporting
Proficient in managing customer service through call center technologies and systems.
Demonstrate experience in planning and implementing projects.
Strong focus on partnership and can develop and expand relationships

Responsibilities

Responsible for ensuring documentation is Alabama-specific, accurate, current and accessible to team members, stakeholders and agency staff
Lead and support multiple Call Center Managers
Provide solutions for escalated urgent, critical, or reoccurring
Lead and ensure that Customer Relations SLAs and KPIs are met or exceeded
Perform audits to ensure policies and procedures are followed
Meet with Agency quarterly to report on Operations issues, audits, and reports
Oversee, monitor, report on, and provide suggestions to improve recipient, provider, and Agency satisfaction
Build and expand professional relationships with internal and external customers and colleagues.
Ensure customer service and administrative functions are efficiently handled, provide pathways for escalated (urgent, critical) issues.
Develop strategic project plans for changes to systems and processes.
Recommend changes to improve operational efficiency.