Medi-Cal Provider/Member Services Organization Deputy Director- West Sacramento, CA (Hybrid)

About the Role

Act as the principal manager over the Medi-Cal Provider/Member Services organization by managing or overseeing inbound and outbound operations across front and back office functional areas. Responsibilities include staff optimization, quality performance, operational compliance, and team development to ensure exceptional customer service delivery and achievement of service level agreements.

Monitor operational metrics across front and back office teams, as contractually defined, in addition to corporate measures and standards. This includes but is not limited to call center, training, communications, outreach, research services, quality scores, productivity, attendance, and customer experience trends while implementing action plans for continuous improvement.

Partner with executive leadership, operational teams, and clients to present operational updates, performance metrics, trends, and process improvement initiatives. Maintain strong client relationships by leading scheduled meetings, coordinating deliverables, communicating operational updates, and addressing escalated concerns professionally and proactively.

Ensure compliance with HIPAA Privacy and Security Rules, Medicaid guidelines, internal policies, and quality assurance standards across all operational activities.

Responsibilities

• Establish long-term direction and drive organizational excellence through innovation, collaboration, and operational leadership.
• Align cross-functional stakeholders and foster collaboration across operational, training, quality, policy, and client-facing organizations.
• Advance strategic initiatives through effective partnership, consensus-building, and leadership beyond direct reporting relationships.
• Oversee workforce optimization, operational improvements, client engagement initiatives, and performance enhancement strategies.
• Analyze operational metrics such as handle time, first call resolution, quality scores, staffing trends, productivity, and customer experience data.

Requirements

• Minimum of 5 years of operational leadership experience within a healthcare, managed care, Medicaid, or healthcare operations environment.
• Leadership role within a fast-paced, high-volume healthcare call center environment focused on operational performance, customer experience, and service excellence.
• Regular interaction with executive leadership, operational stakeholders, clients, and cross-functional teams.
• Strong understanding of HIPAA Privacy and Security Rules, Medicaid guidelines, quality assurance standards, and healthcare customer service operations.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, or related field preferred; additional relevant management experience may substitute for the degree on a year-for-year basis.
• Strong leadership, communication, coaching, presentation, stakeholder management, and problem-solving skills with the ability to influence and motivate teams.

Benefits

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

Pay

The pay range for this position is $81,000.00 - $115,700.00 per year. The base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Schedule

Hybrid work environment. The office is located in West Sacramento.