Customers Relation Operations Manager

About the role

Acentra Health is seeking a Customer Relations Operations Manager to join our growing team. This is an onsite position requiring the candidate to live within a commutable distance from Montgomery, AL, and be able to work onsite up to 4 days a week.

Responsibilities

• Oversee and manage all aspects of customer relations and related operations to the Medicaid/MMIS Customer Relations program.
• Focus on adherence to established standards, training, and enhancing operational efficiency and customer satisfaction.
• Ensure 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 recurring issues.
• Ensure 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, providing pathways for escalated (urgent, critical) issues.
• Develop strategic project plans for changes to systems and processes.
• Recommend changes to improve operational efficiency.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• 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 developing and expanding relationships.

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes. We do this through our people. You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

• Comprehensive health plans
• Paid time off
• Retail savings
• Corporate wellness
• Educational assistance
• Corporate discounts

Pay

The 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.