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