Customer Relations Manager; Medicaid

Pipeline

None

None

Other

Contact Center

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

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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.

A background check will be required.

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.

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.

40

Less than 10%

Hybrid

USA AL Montgomery

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…