Medicaid Customer Relations Operations Leader

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

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.