Medi-Cal Provider Contact Center Manager- West Sacramento, CA - Hybrid

About the role

The Medi-Cal Provider Contact Center Manager role requires a forward-thinking leader who can support long-term planning while adapting to evolving policies and program priorities to drive operational success. Exceptional communication and relationship-building skills are critical. This individual must be able to unite cross-functional teams, promote stakeholder alignment, and cultivate collaboration across operational, training, quality, policy, and client-facing areas, while effectively influencing outcomes without direct authority.

Your role in our mission

• Oversees the day-to-day operations of the customer support center operations, including real time call center application monitoring, service level requirement achievement, workforce management direction and oversight etc.
• Maintains and cultivates client relationships, promotes new service options and creative ideas for add on services that benefit the client
• Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.)
• Coordinate with quality control, quality assurance and training teams to support quality protocol adherence, full service call center training programs, to promote excellent customer service and facilitate process improvement
• Acts as a change agent to drive cross-functional team collaboration, policy/program priorities, and customer service to maintain state of the art Contact Center

Basic Qualifications

• Bachelor's degree in business management, computer science or related field preferred; or combination of education and experience
• Nine or more years of customer service or other telephone operations experience
• Five or more years of leadership or supervisory experience
• Knowledgeable about health care claims processing, explanation of benefits or remittance advices, payer reimbursement methodologies; Medi-Cal experience preferred
• Experience working with customer relationship management (CRM), telephony solutions, call platforms, workforce management tools, computer software, and telephone technology

Skills

• Strong business and analytical problem solving skills
• Strong communication skills
• Strong ability to multi-task and work independently

Pay

$75,700.00 - $108,100.00 per year

Schedule

Hybrid work environment in the office as needed for face-to-face and client meetings with the remainder of the time remote work. The office is in West Sacramento.

Benefits

• Generous, flexible vacation policy
• 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• Leadership and technical development academies to help build your skills and capabilities