Call Center Manager – Medicaid
• Job Description:
- Make meaningful contributions that fuel critical outcomes for government, defense, and intelligence projects.
- Manage and oversee day-to-day operations of a Medicaid related Call Center.
- Serve as oversight/supervisor of dedicated Medicaid Call Center staff/team, overseeing hiring, training, staff recognition, and performance evaluation.
- Manage customer service professionals directly and/or through subordinate managers or supervisors, providing leadership, coaching, and training.
- Oversee assigned Medicaid Call Center processes, procedures, tasks, and activities, ensuring adherence to Agency Quality Standards.
- Address any issues/disputes from customers or clients.
- Monitor call quality and customer satisfaction metrics to improve service levels and assess training needs.
- Requirements:
- Five (5) or more years of experience including at least four (4) years professional experience leading Call Center Operations teams, preferably in Medicaid or Medicare environment.
- Prior experience leading Service Desk, Provider Enrollment, Provider Assistance, Recipient Customer Service, or Electronic Media Claims Coordination preferred.
- Bachelor's degree in business, communications, or a related field (or equivalent experience)
- Benefits:
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay and paid time off
- Full flex work weeks where possible
- Paid parental leave
- Military leave
- Bereavement leave
- Jury duty leave
- GDIT Paid Family Leave program offers up to 160 hours of paid leave
- Short and long-term disability benefits
- Life and accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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