Provider Services Unit Manager (Contact Center Supervisor 2)

Initial posting: 08/20/2026 • Application deadline: 08/30/2026

About the role

The Medicaid Division is responsible for the design, development, implementation, monitoring, evaluation, and improvement of publicly funded Medicaid programs and related health programs. This position is situated within the Provider and Member Services section and serves as the manager of the Provider Services Unit (PSU), which provides customer service to health care providers, including technical review of health care claims, requests to approve payment of health care services, and assistance with billing, prior authorization status, and MMIS access. Provider Services staff also work with Medicaid members on billing issues.

In this role, you will manage and direct the activities and day-to-day administration for the Medicaid and Oregon Health Plan (OHP) Provider Services contact center. You will develop and direct objectives, monitor overall performance and issues, and coordinate and guide the efforts of lead workers and staff. You will collect, analyze, monitor, and use data related to customer service and performance metrics to make operational decisions and optimize contact center workflow and responsiveness. You will direct lead workers in complex problem solving, issue resolution, developing procedures, quality assurance, and operational and process improvement projects, tools, and resources.

This position will factor in the perspectives of diverse populations most harmed by social injustice and inequities and will demonstrate the ability to build and steward positive, collaborative, and partnership-based relationships with diverse community groups including communities of color, immigrant groups, the disability and neurodivergent communities, veterans, older adults, individuals identifying as LGBTQIA2S+, and other communities that have been traditionally marginalized.

Responsibilities

• Manage and direct the activities and day-to-day administration of the Medicaid/OHP Provider Services contact center.
• Develop and direct unit objectives, monitor performance, and guide lead workers and staff.
• Collect, analyze, and use customer service and performance data to optimize workflow and responsiveness.
• Direct lead workers in complex problem solving, issue resolution, and process improvement projects.
• Develop procedures, quality assurance mechanisms, and operational tools.
• Build collaborative relationships with diverse community groups and stakeholders.
• Apply knowledge of health services delivery systems, particularly Medicaid/OHP administration in Oregon.
• Analyze and advise on relevant federal and state laws, regulations, and legislative concepts.
• Communicate qualitative and quantitative information effectively across various forums.
• Provide organizational leadership to foster inter- and cross-agency collaboration.
• Manage financial and budget oversight for program/team accountability.
• Navigate complex relationships through collaborative problem-solving and consensus-building.
• Facilitate meetings with internal teams, community members, health service providers, and government officials.
• Evaluate and synthesize data to measure effectiveness, efficiency, and impact of customer service operations.
• Present research and evaluation data to support strategic planning and decision-making.
• Manage multiple project timelines and priorities with a focus on human-centered change management.

Requirements

• Four years of lead work, supervision, or progressively related experience; OR
• One year of related experience and a Bachelor’s degree in a related field.

Desired Attributes

• Experience managing contact center operations and/or customer services operations, including meeting key performance metrics and establishing quality assurance mechanisms.
• Knowledge of health services delivery systems, particularly Oregon Health Plan/Medicaid administration, including experience with Coordinated Care Organizations, social safety net programs, health service providers, or community-based organizations.
• Knowledge of legislative and regulatory processes; experience analyzing, applying, and advising on federal/state laws, Oregon Administrative Rules, and Oregon Revised Statutes.
• Strong oral and written communication skills, including experience creating accessible, culturally responsive, and inclusive content for diverse audiences.
• Ability to provide organizational leadership to foster collaboration and shape community-centered policies and improvement strategies.
• Experience managing teams and fostering a trusting team culture.
• Ability to provide financial and budget management, tracking, and oversight for programs or teams.
• Experience navigating complex relationships through collaborative problem-solving and consensus-building.
• Experience facilitating meetings with key partners, including internal teams, community members, providers, and government officials.
• Experience evaluating and synthesizing data to analyze customer service effectiveness and impact.
• Project management experience, including managing multiple timelines and promoting human-centered change management.

Benefits

• Excellent, low-cost medical, vision, and dental coverage for you and your family.
• Optional benefits: life insurance, disability coverage, deferred compensation, and FSA options for health and childcare.
• Generous paid time off: 11 holidays, 3 personal days, monthly sick leave, and vacation accrual starting at 8 hours/month.
• Potential eligibility for the Public Service Loan Forgiveness Program.
• Retirement security through Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP).
• Training and development opportunities to grow your career with the State of Oregon.

Pay

$5,907 – $9,143 monthly. The salary listed is the non-PERS qualifying range. If the successful candidate qualifies for PERS, the salary range will increase by 6.95%.

Schedule

Full-time, permanent, hybrid (5% in-office) position based in Salem, Oregon.