Customer Relations Manager (Medicaid)

Type of Requisition:

Pipeline

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

Other

Job Family:

Contact Center

Job Qualifications:

Skills:

Customer Service Management, Medicaid Policy, Provider Relations, Service Level Agreement (SLA), Team Management

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

No

Job Description:

At General Dynamics Information Technology (GDIT), we deliver solutions that improve state Medicaid operations. We are seeking an experienced Customer Relations Manager (CRM) to lead and manage interactions between the Fiscal Agent operations team and external stakeholders, including Medicaid providers, program participants, and state agency representatives.

As the Customer Relations Manager, you will oversee provider relations, ensure timely resolution of customer inquiries, and promote operational excellence in customer service. This role is critical to ensuring positive stakeholder experiences and compliance with state and federal service requirements.

Key Responsibilities:

Strategic Leadership:

• Establish annual goals and objectives for the Customer Relations Department to align with the client’s broader goals and priorities.
• Direct departmental activities, ensuring efficient and effective operations that support the program's mission.

Agency and Provider Liaison:

• Serve as the liaison between the client and GDIT on all customer relations activities, addressing issues and implementing future policy changes as needed.
• Build and maintain strong relationships with client representatives and providers to identify and address community concerns affecting the program.
• Facilitate educational initiatives to promote program awareness and understanding among providers.

Compliance and Communication:

• Verify that the contractual obligations of the Provider Relations Department are consistently met.
• Ensure all provider communication is accurate, consistent, and aligned with Agency policies and goals.

Performance Monitoring and Evaluation:

• Monitor the performance of staff supporting the client and conduct periodic performance evaluations.
• Evaluate the performance and service quality of departmental staff to ensure high standards of customer service.
• Review monthly quality metrics and reports, identifying areas for improvement and implementing corrective actions as necessary.

Quality Assurance:

• Analyze departmental processes to ensure service delivery is efficient, compliant, and meets the needs of providers and stakeholders.
• Address performance gaps by developing and executing action plans to resolve identified issues.

Required Skills and Qualifications:

• Bachelor’s degree in Business Administration, Public Health, Communications, Healthcare Management, or a related field.
• 5+ years of experience in customer relations or provider relations, preferably in Medicaid, healthcare, or a government program environment.
• Proven leadership experience, with a track record of managing teams and aligning departmental goals with organizational objectives.
• Strong knowledge of Medicaid policies, provider engagement, and customer service operations.
• Ability to interpret and implement policy changes while maintaining compliance with state and federal regulations.
• Excellent interpersonal, communication, and relationship-building skills.
• Proficiency in Microsoft Office Suite and familiarity with CRM or case management tools.

Preferred Qualifications:

• Experience with healthcare IT or similar platforms.
• Knowledge of contractual compliance in vendor-customer agreements.
• Strong problem-solving skills and the ability to drive process improvements.

Additional Information:

Work Arrangements: Hybrid, based in the Montgomery, AL area. Expect to be in office at least one day a week. Travel outside the area may be required.

Security: A background check will be required.

Timeline: This is a contingent job posting. Work is not expected to begin until December 2026 or later.

Work visa sponsorship will not be provided for this position.

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