Job Description:

Lead & Support the Team

· Manage and coach leads, referral clerks, and billing specialists within Customer Care.

· Provide regular feedback, training, and support to ensure professional growth and strong performance.

· Step in when needed to support escalated customer issues or reinforce key relationships.

Operational Oversight

· Oversee workflows for documentation, data processing, and Medicaid claimMedicaid Claim A formal request submitted to Medicaid for reimbursement of health-related services provided to eligible individuals. submissions, ensuring accuracy, efficiency, and compliance with HIPAA regulations.

· Manage departmental budget, including team travel, tools, and operational expenses.

· Monitor and maintain electronic databases for Fee-for-Service and Administrative Claiming programs.

· Track departmental performance metrics and ensure standards for timeliness, accuracy, and quality are consistently met.

· Audit systems and workflows regularly to proactively identify and resolve issues before they affect customers or compliance.

· Ensure consistent phone and help desk coverage by managing scheduling and stepping in personally when gaps occur.

· Complete hands-on tasks when appropriate, including setting up state databases, ensuring state requirement changes are incorporated into platforms, and conducting research for expansion or error correction.

Customer Experience

· Ensure the Customer Care team delivers professional, timely, and effective support across phone, email, and chat channels.

· Guide the team in building exceptional customer relationships by understanding needs and resolving issues with clarity and care.

· Collaborate with Customer Success, Sales, and Operations teams to provide customers with a seamless journey.

Continuous Improvement

· Identify and recommend process improvements to enhance efficiency and service delivery.

· Ensure departmental adherence to corporate-approved directives and compliance requirements.

· Support other departments with cross-functional projects and special initiatives as needed.

· Stay informed on State and Federal Medicaid regulations and guide the team in proactively educating and supporting internal and external customers, and ensure the system has been updated appropriately

We’re looking for people who have:

· Proven experience managing or supervising a service-oriented team (3+ years preferred).
· A passion for delivering excellent customer service and creating exceptional customer experiences.
· Strong leadership, communication, and organizational skills.
· Ability to coach and mentor team members to improve performance and customer outcomes.
· Experience managing workflows, processes, and data with attention to compliance and accuracy.
· Advanced skills in Microsoft Word, Excel, PowerPoint, and Outlook.
· Familiarity with CRM and ticketing systems is a plus.
· Openness to using AI tools to improve team efficiency, customer support, and process accuracy.
· This role requires minimal travel for occasional company-wide meetings and professional learning opportunities.