Customer Relations Manager (Medicaid)

Customer Relations Manager

Location: USA AL Montgomery Full Part/Time: Full time Job Req: RQ215213 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.

GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. Growth: AI-powered career tool that identifies career steps and learning opportunities Support: An internal mobility team focused on helping you achieve your career goals Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off Flexibility: Full-flex work week to own your priorities at work and at home Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward. The likely salary range for this position is $83,927 - $113,549. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Scheduled Weekly Hours: 40 Travel Required: Less than 10% Telecommuting Options: Hybrid Work Location: USA AL Montgomery Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans