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
BenefitsBenefits 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.
CompensationThe 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.
