Customers Relation Operations Manager

Acentra Health, LLC; Montgomery (AL); On-site; USD 127,440 - 159,300; Full time

Benefits offered by this job

Health plans

Paid time off

Retirement savings

Educational assistance

Job summary

Acentra Health, LLC is seeking a Customer Relations Operations Manager to lead Medicaid CPMS Customer Relations and related operations. This onsite role requires residence within commutable distance to Montgomery, AL, and entails up to four onsite days per week.

The ideal candidate will manage call centers and mailroom operations, ensure HIPAA compliance, and drive SLAs, KPIs, and customer satisfaction across Alabama's Medicaid programs.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 8+ years of experience managing Medicaid or major health care payer operations.
• Proven track record in customer service, conflict resolution, and crisis de‑escalation.
• Proven presentation and written communication skills with staff, executives, and clients.
• Ability to work onsite up to 4 days a week from Montgomery, AL.

Responsibilities

• Oversee Medicaid CPMS Customer Relations operations, including Call Centers and Mailroom.
• Lead and support multiple Call Center Managers.
• Ensure SLAs and KPIs are met or exceeded.
• Audit adherence to policies and HIPAA security rules.
• Develop strategic project plans for system/process changes.
• Report to Agency quarterly on operations issues, audits, and reports.

Skills

Conflict resolution

Crisis de‑escalation

Executive communication

Presentations

Education

Bachelor’s degree or equivalent

Associate degree + 3 years experience

Tools

Call Center technologies

Job description

Company Overview

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Job Summary

Customer Relations Operations Manager

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.

Responsibilities

• 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.
• 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.
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

Required Qualifications

• 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

Preferred Qualifications

• 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

Experience in Lieu of Degree

For non‑clinical roles, or when not required by the contract specifically, the Company acknowledges that practical, hands‑on experience can provide skills and competencies equivalent to formal education. As such, in cases where a Bachelor’s degree may be required, the Company will accept a minimum of six (6) years of directly relevant professional experience in lieu of a degree. In instances where the candidate has an Associate’s degree, the Company will accept a minimum of three (3) years of directly relevant professional experience in lieu of the Bachelor’s degree.

Compensation

The pay for this position is listed below. Based on our compensation philosophy, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.

USD $127,440.00 – USD $159,300.00 per year.

Benefits

Benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Equal Employment Opportunity Statement

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.