Medicaid Service Delivery Director

Conduent•Hamilton, NJ

1d•Onsite

About The Position

The Medicaid Service Delivery Director is a strategic leader responsible for overseeing the effective and efficient delivery of services to clients or customers. You will collaborate with cross-functional teams to ensure service excellence, operational efficiency, and customer satisfaction. The Medicaid Service Delivery Director plays a critical role in aligning service delivery with business objectives, optimizing processes, and maintaining a high standard of quality throughout the service lifecycle.

Requirements

Possess a bachelor’s degree in a related field.
Have ten (10) years of experience in service delivery and operations.
Display six (6) years of experience in health care administration management.
Show five (5) years of experience working in a director-level role.
Demonstrate an in-depth working knowledge of Managed Care, Medicaid, Children’s Health Insurance Program (CHIP), and low-income populations.
Be knowledgeable of New Jersey health care, social services, geographic and demographic environments.
Display knowledge of quality assurance methodologies and process improvement techniques.
Have familiarity with relevant industry regulations and compliance standards.
Demonstrate proficiency with Microsoft Office applications.
Possess knowledge of telephony and Medicaid systems.
Have leadership and team management skills, with the ability to motivate and develop teams.
Show communication and interpersonal skills to engage with clients, stakeholders, and internal teams.
Demonstrate an analytical mindset with the ability to interpret data and metrics to drive informed decisions.
Show problem-solving skills to address complex delivery challenges effectively.

Nice To Haves

Able to travel up to 5%.

Responsibilities

Managing the performance of 350 full-time contact center employees, including 250 full-time transaction processors.
Overseeing the delivery of inbound mailroom and outbound print mail vendor.
Engaging weekly with the client for performance updates.
Partnering with clients on new initiatives.
Coaching, developing, and holding accountable a team of operations managers.
Developing and executing staffing plans based on long-range forecasting.
Ensuring proper training procedures are followed, and delivery of trained staff is on schedule.
Building strategic, data-driven improvement plans and ensuring their implementation.
Partnering with key internal stakeholders to develop a financial forecast.