Sr. Operations Manager - Medicaid Eligibility | Relocation Assistance Available

Maximus; Topeka (KS); Sur place; USD 120 000 - 160 000; Plein temps

Avantages offerts par ce poste

Bonuses

Insurance coverage

401K

Unlimited time off

Wellness program

Tuition reimbursement

Employee discounts

Résumé du poste

Maximus is seeking a Sr. Operations Manager - Medicaid Eligibility to lead end-to-end workflow execution across front-office and back-office functions in Topeka, KS. You will drive performance metrics, implement improvements, and ensure compliance with policies and regulatory requirements.

This onsite role collaborates with leadership and stakeholders to deliver high-quality service outcomes while managing staff development, capacity planning, and process optimization.

Qualifications

• Bachelor's degree required with 7+ years of relevant professional experience.
• Three or more years of people management experience.
• 8+ years of progressive operations management experience.
• 5+ years of experience managing Medicaid Eligibility operations.
• 3+ years in a senior leadership role overseeing multiple functional areas.

Responsabilités

• Oversee daily operations of a team to ensure performance metrics are met.
• Provide action plans and timelines for performance improvement.
• Maintain knowledge of performance requirements and procedural updates; communicate to staff.
• Evaluate training needs to keep staff current on programs.
• Collaborate with customers to ensure open communication and timely issue resolution.
• Address quality issues with supervisory and management teams; review calls.
• Monitor performance goals and complete related reports.
• Provide updates to Project leadership on quality, training, policy, staff issues, and performance.
• Monitor compliance with ISO standards and apply corrective actions as needed.
• Write performance appraisals and implement staff improvements when necessary.

Connaissances

Leadership

Performance management

Staff development

Process improvement

Operations management

Quality assurance

Customer experience

Formation

Bachelor's degree

Outils

Case management systems

Workflow tools

Dashboards

Description du poste

Maximus is currently hiring a Sr. Operations Manager - Medicaid Eligibility that’s responsible for end-to-end workflow execution, service levels, productivity, and continuous improvement across both front-office and back-office functions. They will provide leadership and oversight of daily operations, ensuring performance metrics, quality standards, and compliance requirements are consistently met. This role drives operational excellence through performance management, staff development, and continuous improvement initiatives.

The position collaborates closely with internal leadership and external stakeholders to support effective communication, resolve issues, and ensure adherence to policies, procedures, and regulatory requirements while delivering high-quality service outcomes.

This is an onsite position in Topeka, KS, that will provide relocation assistance. This job is contingent upon contract award.

Why Maximus?

• Competitive Compensation - Quarterly bonuses based on performance included!
• Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
• Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
• Unlimited Time Off Package - Enjoy UTO, Holidays, and sick leave,
• Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
• Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
• Tuition Reimbursement - Invest in your ongoing education and development.
• Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
• Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
• Professional Development Opportunities- Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities

• Oversee the daily operations of a team to ensure performance metrics are met.
• Provide action plans and timelines for performance improvement as needed.
• Maintain updated knowledge of performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.
• Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for staff and complete related reports.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and elevate issues timely to Project leadership.
• Monitor compliance with ISO standards as applicable.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedure and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to management level.
• Performs other duties as required by Project leadership.

Operations Management

• Workforce planning and staffing optimization.
• Capacity planning and forecasting.
• Workflow design and process improvement.
• Queue management and workload balancing.
• Business continuity planning.

Eligibility Operations

• Understanding of eligibility determination processes.
• Knowledge of Medicaid eligibility rules and regulations.
• Experience managing production environments with accuracy and timeliness requirements.
• Familiarity with case management systems and workflow tools.

Contact Center Operations

• Call center metrics and performance management.
• Workforce management principles.
• Quality assurance programs.
• Customer experience improvement.

Reporting and Analytics

• Ability to interpret operational performance data.
• Experience using dashboards and reporting tools.
• Root cause analysis.
• Trend identification and corrective action planning.

• Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
• Three (3) or more years of people management experience.
• 8+ years of progressive operations management experience.
• 5+ years of experience managing Medicaid Eligibility operations.
• 3+ years of experience in a senior leadership role overseeing multiple functional areas.

Preferred Skills and Qualifications

• Bachelor's degree relevant field of study.
• Experience managing operations of at least 100-200 FTEs.
• Experience supporting state government contracts.
• Experience with eligibility determination programs, Medicaid, SNAP, TANF, CHIP, or similar public assistance programs.
• Prior Call Center experience.

Home Office Requirements

• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).
• Connectivity to the internet via either Wi‑Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.