Customers Relation Operations Manager

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

Job summary

Acentra Health is seeking a Customer Relations Operations Manager to oversee all aspects of customer relations and related operations within the Medicaid/CPMS program. The role is onsite and requires living within commutable distance to Montgomery, AL, with up to 4 days per week onsite.

You will lead multiple Call Center Managers, ensure SLA/KPI performance, and partner with internal/external stakeholders to improve recipient, provider, and agency satisfaction.

Qualifications

• Bachelor's degree or equivalent work experience.
• 8+ years of Medicaid/major Health Care Payer Operations management.
• Proven track record of customer service, conflict resolution, and crisis de-escalation.

Responsibilities

• Oversee and manage all aspects of customer relations and related operations for Medicaid/CPMS Customer Relations program.
• Ensure documentation is Alabama-specific, accurate, current and accessible to team members and stakeholders.
• Lead and support multiple Call Center Managers.
• Provide solutions for escalated urgent, critical, or recurring issues.
• Ensure Customer Relations SLAs and KPIs are met or exceeded.
• Conduct audits and report on operations issues, audits, and reports.

Skills

Customer relations

Crisis de-escalation

Presentations

Communication

Stress management

Education

Bachelor's degree or equivalent

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.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Job Summary and Responsibilities

Acentra Health is looking for 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

Job Summary:

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.
• 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.

Qualifications

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

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Thank You!

We know your time is valuable and we thank you for applying for this position. We sincerely appreciate your interest in Acentra Health and best of luck in your search!

Visit us at https://careers.acentra.com/jobs

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.

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."

Pay Range

USD $127,440.00 - USD $159,300.00 /Yr.