Medi-Cal Contact Center Manager - Hybrid - West Sacramento, CA

Gainwell Technologies LLC•West Sacramento, CA

8d•$81,000 - $115,700•Hybrid

About The Position

The Medi-Cal Contact Center Manager role requires a forward-thinking leader who can support long-term planning while adapting to evolving policies and program priorities to drive operational success. Exceptional communication and relationship-building skills are critical. This individual must be able to unite cross-functional teams, promote stakeholder alignment, and cultivate collaboration across operational, training, quality, policy, and client-facing areas, while effectively influencing outcomes without direct authority.

Requirements

Bachelor's degree in business management, computer science or related field preferred; or combination of education and experience.
Nine or more years of customer service or other telephone operations experience
Five or more years of leadership or supervisory experience.
Knowledgeable about health care claims processing, explanation of benefits or remittance advices, payer reimbursement methodologies; Medi-Cal experience preferred.
Experience working with customer relationship management (CRM), telephony solutions, call platforms, workforce management tools, computer software, and telephone technology.
Must reside in the Greater Sacramento area.

Nice To Haves

Medi-Cal experience preferred.

Responsibilities

Oversees the day-to-day operations of the customer support center operations, including real time call center application monitoring, service level requirement achievement, workforce management direction, and oversight etc.
Maintains and cultivates client relationships, promotes new service options and creative ideas for add on services that benefit the client.
Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
Coordinate with quality control, quality assurance, and training teams to support quality protocol adherence, full-service call center training programs, to promote excellent customer service and facilitate process improvement.
Acts as a change agent to drive cross-functional team collaboration, policy/program priorities, and customer service to maintain state of the art Contact Center.