Medicaid Service Delivery Manager

Conduent•Honolulu, HI

3h•Onsite

About The Position

Conduent provides Fiscal Agent (FA) services, including claims payment processing, provider support, and call center operations for fee ‑ for ‑ service Medicaid claims. We also manage Pharmacy Benefits Management (PBM) claims, drug rebate administration (DRAMS), and related services for the Hawaii Department of Human Services Med ‑ QUEST Division (MQD). Conduent has supported Hawaii MQD for more than 20 years. We are hiring a Medicaid Service Delivery Manager to lead our service delivery team, build strong client relationships, and identify opportunities to grow our current contract. The ideal candidate listens closely to client needs and understands how Conduent can support their goals.

Requirements

5+ years of experience in service delivery management
5+ years of leadership/people management experience
Knowledge of ITIL or similar frameworks
Strong communication and relationship ‑ building skills
Experience identifying new business opportunities
Strong analytical and problem ‑ solving skills
Commitment to customer satisfaction and service quality
Familiarity with service delivery technologies and systems
Proficiency in MS Office

Nice To Haves

Bachelor’s degree
Knowledge of project management methodologies

Responsibilities

Oversee end ‑ to ‑ end service delivery, ensuring SLAs are met and clients are satisfied.
Serve as the main point of contact for client issues, escalations, and service discussions.
Monitor service performance and take action when improvements are needed.
Manage and develop the service delivery team to ensure strong performance and engagement.
Improve processes to increase efficiency, automation, and service quality.
Lead incident and problem resolution, including root cause analysis and prevention.
Prepare and present service performance reports to clients and leadership.
Support contract reviews and negotiations.
Manage third ‑ party vendors involved in service delivery.
Identify and manage service ‑ related risks and ensure regulatory compliance.

Benefits

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
Retirement Savings: We will support you as you save for your future.
Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.

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