Medicaid Operations & Customer Relations Lead (Onsite)

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

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.