Waiver Services Delivery Lead | Mi Via & SDCB Operations

Conduent; Albuquerque (NM); On-site; USD 51,000 - 67,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Employee discounts

Career growth opportunities

Paid training

Paid time off

Great work environment

Job summary

Conduent in Albuquerque, NM, is seeking a Delivery Supervisor to lead day-to-day operations supporting Mi Via and SDCB Waiver Programs. You will oversee service delivery, performance, QA, and compliance while ensuring excellent support for participants, providers, and stakeholders.

This role requires 4+ years of supervisory experience, knowledge of Medicaid waiver programs, strong leadership, and the ability to collaborate with state agencies, MCOs, FMAs, and providers.

Qualifications

• Minimum of four (4) years of supervisory or management experience
• Knowledge of Medicaid waiver programs, participant-directed services, or similar health and human services programs
• Strong leadership, coaching, employee development, and change management skills
• Proven ability to manage multiple priorities, analyze performance metrics, solve complex problems, and drive continuous improvement
• Excellent communication, customer service, conflict resolution, and relationship-building skills
• Ability to work extended hours as needed to support operational demands, project deadlines, and critical business needs
• Ability to travel occasionally for meetings, training, client engagements, and program-related activities

Responsibilities

• Lead day-to-day operations supporting Mi Via and SDCB waiver program functions, ensuring compliance with contractual requirements, SLAs, quality standards, and program objectives
• Supervise, coach, and develop operational staff while managing staffing, scheduling, workload distribution, performance, and employee engagement activities
• Monitor operational performance, analyze key metrics, and implement corrective actions and process improvements to enhance efficiency, service quality, and stakeholder satisfaction
• Serve as a primary escalation point for complex participant, provider, service delivery, and operational issues, ensuring timely and effective resolution
• Build and maintain strong relationships with NM Health Care Authority, MCOs, FMAs, providers, participants, employers of record, and community stakeholders
• Participate in client meetings, audits, operational reviews, and program workgroups while supporting quality assurance, compliance monitoring, corrective action plans, and audit readiness activities
• Ensure accurate documentation, processing standards, and regulatory compliance across all program functions
• Prepare and present operational reports, performance updates, and recommendations to leadership and clients
• Support business continuity efforts and provide leadership during high-volume periods, critical operational events, and escalated service issues

Skills

Supervisory experience

Medicaid waiver knowledge

Leadership & coaching

Metrics analysis

Stakeholder management

Travel willingness

Tools

Microsoft 365

Excel

PowerPoint

Teams

Job description

Conduent in Albuquerque, NM, is seeking a Delivery Supervisor to lead day-to-day operations supporting Mi Via and SDCB Waiver Programs. You will oversee service delivery, performance, QA, and compliance while ensuring excellent support for participants, providers, and stakeholders.

This role requires 4+ years of supervisory experience, knowledge of Medicaid waiver programs, strong leadership, and the ability to collaborate with state agencies, MCOs, FMAs, and providers.