Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

The Medicaid Service Delivery Director is a strategic leader responsible for overseeing the effective and efficient delivery of services to clients or customers. You will collaborate with cross-functional teams to ensure service excellence, operational efficiency, and customer satisfaction. The Medicaid Service Delivery Director plays a critical role in aligning service delivery with business objectives, optimizing processes, and maintaining a high standard of quality throughout the service lifecycle.

Responsibilities

• Managing the performance of 350 full-time contact center employees, including 250 full-time transaction processors.

• Overseeing the delivery of inbound mailroom and outbound print mail vendor.

• Engaging weekly with the client for performance updates.

• Partnering with clients on new initiatives.

• Coaching, developing, and holding accountable a team of operations managers.

• Developing and executing staffing plans based on long-range forecasting.

• Ensuring proper training procedures are followed, and delivery of trained staff is on schedule.

• Building strategic, data-driven improvement plans and ensuring their implementation.

• Partnering with key internal stakeholders to develop a financial forecast.

Qualifications

• Possess a bachelor’s degree in a related field. 

• Have ten (10) years of experience in service delivery and operations.

• Display six (6) years of experience in health care administration management.

• Show five (5) years of experience working in a director-level role.

• Demonstrate an in-depth working knowledge of Managed Care, Medicaid, Children’s Health Insurance Program (CHIP), and low-income populations.

• Be knowledgeable of New Jersey health care, social services, geographic and demographic environments.

• Display knowledge of quality assurance methodologies and process improvement techniques.

• Have familiarity with relevant industry regulations and compliance standards.

• Demonstrate proficiency with Microsoft Office applications.

• Possess knowledge of telephony and Medicaid systems.

• Have leadership and team management skills, with the ability to motivate and develop teams.

• Show communication and interpersonal skills to engage with clients, stakeholders, and internal teams.

• Demonstrate an analytical mindset with the ability to interpret data and metrics to drive informed decisions.

• Show problem-solving skills to address complex delivery challenges effectively.

• Able to travel up to 5%.

Flexible Working

• At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too. 

• In this role, you can expect the following working conditions:

• Onsite work: Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career. 

Working For You

• Perks and rewards designed for you:

• Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit your family's needs and start on the first day of employment.

• Retirement Savings: We will support you as you save for your future.

• Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.

• Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.

• Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.

• Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.

• Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.