Medicaid Service Delivery Director

About the role

The Medicaid Service Delivery Director is a strategic leader responsible for overseeing the effective and efficient delivery of services to clients or customers. You will collaborate with cross-functional teams to ensure service excellence, operational efficiency, and customer satisfaction. This role plays a critical part in aligning service delivery with business objectives, optimizing processes, and maintaining a high standard of quality throughout the service lifecycle.

Responsibilities

• Managing the performance of 350 full-time contact center employees, including 250 full-time transaction processors.
• Overseeing the delivery of inbound mailroom and outbound print mail vendor.
• Engaging weekly with the client for performance updates.
• Partnering with clients on new initiatives.
• Coaching, developing, and holding accountable a team of operations managers.
• Developing and executing staffing plans based on long-range forecasting.
• Ensuring proper training procedures are followed, and delivery of trained staff is on schedule.
• Building strategic, data-driven improvement plans and ensuring their implementation.
• Partnering with key internal stakeholders to develop a financial forecast.

Qualifications

• Possess a bachelor’s degree in a related field.
• Have ten (10) years of experience in service delivery and operations.
• Display six (6) years of experience in health care administration management.
• Show five (5) years of experience working in a director-level role.
• Demonstrate an in-depth working knowledge of Managed Care, Medicaid, Children’s Health Insurance Program (CHIP), and low-income populations.
• Be knowledgeable of New Jersey health care, social services, geographic and demographic environments.
• Display knowledge of quality assurance methodologies and process improvement techniques.
• Have familiarity with relevant industry regulations and compliance standards.
• Demonstrate proficiency with Microsoft Office applications.
• Possess knowledge of telephony and Medicaid systems.

Skills

• Leadership and team management skills, with the ability to motivate and develop teams.
• Communication and interpersonal skills to engage with clients, stakeholders, and internal teams.
• Analytical mindset with the ability to interpret data and metrics to drive informed decisions.
• Problem-solving skills to address complex delivery challenges effectively.
• Able to travel up to 5%.

Benefits

• Health and Welfare Benefits: Tailored to fit your family's needs and starting on the first day of employment.
• Retirement Savings: Support as you save for your future.
• Employee Discounts: Access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: Opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Paid Training: Earn while you learn with access to award-winning learning platforms.
• Paid Time Off: Attractive paid time off packages designed for you to enjoy your life away from work.

Pay

The approximate compensation for this position is $140-160k per year. Actual salaries may vary based on factors including but not limited to location, experience, and performance. This position may also be eligible for a bonus or incentive.

Schedule

This role involves onsite work at our local office, receiving personal coaching and leadership to help you grow in your career.