Provider Services Unit Manager (Contact Center Supervisor 2)

Initial Posting Date: 08/20/2026Application Deadline:08/30/2026Agency:Oregon Health AuthoritySalary Range:$5,907 - $9,143Position Type:EmployeePosition Title:Provider Services Unit Manager (Contact Center Supervisor 2)Job Description:If this opportunity aligns with your strengths, background, and commitment to fostering inclusivity, we encourage you to apply! At the Oregon Health Authority (OHA), we value diversity and encourage applicants from all backgrounds and experiences to help us build a stronger, more equitable future for all.Opportunity Awaits, Apply Today! – Provider Services Unit Manager (Contact Center Supervisor 2)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 position, 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.For a full review of the position description, please click here. What We Are Looking ForMinimum Qualifications: These qualifications must be reflected in your application for consideration.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: The following are desired attributes that we have identified as key to success for this role at OHA. These are the attributes we are looking for in our top candidate. If you have any of these, please let us know in your application.Experience managing contact center operations and/or customer services operations, including meeting key performance and outcome metrics and establishing quality assurance mechanisms.Knowledge of health services delivery systems, particularly the Oregon Health Plan/ Medicaid administration in Oregon, including experience working with Coordinated Care Organizations, social safety net programs, health service providers (including Community Mental Health Programs and other behavioral health service providers), or community-based organizations.Knowledge of legislative and regulatory processes; experience analyzing, applying and advising on relevant federal and state laws and regulations as well as, legislative concepts/bills; specific knowledge of Oregon Administrative Rules and Oregon Revised Statutes.Strong oral and written communication skills across a variety of forums; experience communicating across a variety of forums; experience communicating qualitative and quantitative information, verbal and written, that are accessible to and understood by audiences with different levels of comprehension or interest and that are culturally responsive, inclusive, and appropriate.Ability to provide organizational leadership to foster inter-and cross-agency collaboration and to shape systems-wide community centered policies, programs, and continuous (performance / quality / process) improvement strategies. Experience in effectively managing teams and fostering a trusting team culture. Ability to provide financial and budget management, tracking and oversight for larger scale efforts or program / team accountability.Ability to navigate complex relationships through collaborative problem-solving, consensus-building, and solution-focused approaches, recognizing positionality and fostering power-sharing dynamics. Experience facilitating meetings with a variety of key partners, including internal teams, community members/groups, health service providers, government officials and legislators.Experience and knowledge evaluating and synthesizing quantitative and qualitative data to analyze and measure the effectiveness, efficiency, and impact of administrative and technical aspects of customer service and contact center. Experience presenting and articulating the value and relevance of research and evaluation data to facilitate quality assurance, strategic planning, and decision-making.Demonstrated project management experience, including ability to effectively manage multiple project timelines and priorities and promote human-centered change management.Application GuidanceYour candidate profile and application are your opportunity to showcase your skills and interest in this role. Submissions will be reviewed for clarity, consistency, and communication skills, and for alignment with the guidance provided in the below:Submission Requirements:Resume – Attach your current resume that clearly outlines your education and work experience relevant to this position.Cover Letter (Required) – A cover letter is not required, but if included, it will be reviewed and considered during the review and selection process.Supplemental Questions – Answer all supplemental questions completely and accurately.Final Check! – Before submitting, confirm that all required materials are included, and your Workday Job History is current. The information in your application will be used to complete an Equal Pay Analysis to determine salary placement upon hire. Visit the Equal Pay Analysis Webpage for more information.How to Apply:External Candidates: Visit the State of Oregon job opportunities webpage or click the “Apply” tab above to submit your application, following all submission requirements.Internal Candidates: Current State of Oregon employees must apply through their employee Workday login, following all submission requirements.After You Apply:Complete any pending tasks in Workday under “My Applications” prior to the application deadline.Check your email (including junk folder) and Workday inbox regularly for updates on your application.Reminders:Eligible veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. To protect your information and ensure correct processing, please follow the instructions for submitting your Veterans’ Preference documentation.Please download and save a copy of this job announcement and linked position description, as it is not available after the application deadline.About the Team & Benefits of JoiningWe offer a workplace that balances productivity with enjoyment; promote an atmosphere of mutual respect, dedication, and enthusiasm. You will collaborate with a team of bright individuals to work with and learn from.If you're driven by the passion to do something meaningful that changes lives, the Oregon Health Authority is the place for you. We also offer a competitive benefits package including:Excellent, low-cost medical, vision, and dental coverage for you and your family.Optional benefits like 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.Additional DetailsThis announcement is for one, full-time, permanent, unrepresented management service, Provider Services Unit Manager (Contact Center Supervisor 2) position based in Salem, Oregon.This is a hybrid (5% in-office) position. “Review Section 4: Working Conditions” in the position description (linked above) for more information.Employment is contingent upon a criminal records check and a driving records check that meets OHA criteria at the time of hire and throughout employment.The salary listed is the non-PERS qualifying range. If the successful candidate qualifies for PERS, the salary range will increase by 6.95%. For more information, see the Classification and Compensation page.The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an education institution during the application process.This position does not provide visa sponsorship. Within three days of hire, you will be required to complete I-9 documentation and confirm authorization to work in the United States. OHA will use E-Verify to verify work authorization. If your employment eligibility depends on sponsorship now or in the future, you will not meet the requirements for this position.We evaluate candidates based on their own skills and experience. Unless explicitly approved, outside resources – including Artificial Intelligence (AI) tools – are not permitted during assessments or interviews. Use of unauthorized resources will disqualify a candidate from further consideration.Contact InformationRecruiter: Stephanie MitchellEmail: View email address on click.appcast.io (text friendly): (503) 979-7679Accommodation Requests (ADA): OHA provides reasonable accommodations under the ADA, which may include alternative formats of materials or language support. If you need an accommodation to apply for this position or participate in the selection process, please contact the recruiter listed above.Helpful Links & ResourcesHow to Set Job Alerts | Workday Applicant FAQ | Oregon Health Authority | Facebook | Instagram | LinkedIn | Veterans Resources | What You Need to Know to Get the JobThe Oregon Health Authority is an affirmative action and equal opportunity employer, committed to fair employment practices and pay equity for all employees. We do not discriminate based on protected class – including race, sex, veteran status, disability, age, color, religion, national origin, marital status, or sexual orientation – and does not screen applicants based on current or past compensation. Salary is determined through a fair review of your education, experience, and training as it relates to the position. OHA is an anti-racist organization working to eliminate health inequities and dismantle structural barriers that impact underserved communities. Join us in advancing our Strategic Plan and building a more equitable Oregon.SummaryLocation: Salem | OHA | Summer StreetType: Full time