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.
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Conduent offers Fiscal Agent (FA) services, which include claims payment processing, provider relations, and call center support for fee-for-service claims. Additionally, we manage Pharmacy Benefits Management (PBM) claims and payment processing, as well as Drug Rebate Administration Management Services (DRAMS) for our customer, the Hawaii Department of Human Services Med-QUEST Division (MQD), which is responsible for Medicaid administration. Conduent has been providing these services to Hawaii MQD for over 20 years.
\n\n\nWe are seeking a Medicaid Service Delivery Manager with a strong focus on team management, developing client relationships, and identifying opportunities to expand our current contract offerings. The ideal candidate will actively listen to the client's needs and recognize how Conduent can assist in meeting those needs, ultimately contributing to business growth.
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Responsibilities:
\n\n\nManage Service Delivery: Oversee the comprehensive delivery of services to clients or customers, ensuring compliance with service level agreements (SLAs) and meeting customer satisfaction targets.
\n\n\nClient Relationship Management: Build and maintain strong relationships with clients, serving as the primary point of contact for service-related discussions, escalations, and issue resolution, and actively seeking new business opportunities with client team members.
\n\n\nService Performance Monitoring: Monitor service performance metrics, including availability, reliability, responsiveness, and quality, taking appropriate actions to address deviations or issues.
\n\n\nTeam Management: Lead and manage a team of service delivery personnel, providing guidance, coaching, and support to ensure high performance, professional development, and employee satisfaction.
\n\n\nProcess Improvement: Continuously assess and enhance service delivery processes and workflows, identifying areas for optimization, automation, and efficiency gains.
\n\n\nIncident and Problem Management: Coordinate and oversee the management of service incidents and problems, ensuring timely resolution, root cause analysis, and preventive actions.
\n\n\n \nService Reporting: Prepare and present regular service performance reports, highlighting key metrics, achievements, challenges, and improvement initiatives to management and clients.
\n \n \nContract Management: Collaborate with sales and legal teams to review and negotiate service contracts, ensuring that contractual commitments align with the organization’s capabilities and resources.
\n \n \nVendor Management: Manage relationships with third-party vendors or suppliers involved in service delivery, ensuring compliance with contractual obligations and quality standards.
\n \n \nRisk and Compliance: Identify, assess, and manage risks associated with service delivery, ensuring compliance with relevant industry regulations, data protection laws, and security standards.
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Requirements:
\n \n \nHave at least five years of experience working in a service delivery management role.
\n \n \nHave a minimum of five years of experience in leadership and people management, with a focus on motivating teams.
\n \n \nShow understanding of service management frameworks and best practices, such as ITIL (Information Technology Infrastructure Library).
\n \n \nExhibit communication and people skills to effectively interact with clients, stakeholders, and cross-functional teams.
\n \n \nHave experience identifying and implementing new business opportunities.
\n \n \nDemonstrate analytical and critical thinking skills to identify issues, analyze data, and drive process improvements.
\n \n \nHave a purposeful mindset focused on customer satisfaction and service quality.
\n \n \nShow familiarity with relevant industry technologies, systems, and software used in service delivery.
\n \n \nHave proficiency with MS Office Suite.
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Preferred:
\n \n \nHold a bachelor's degree.
\n \n \nKnow project management methodologies.
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Flexible Working
\n \n \nAt 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.
\n \n \nIn this role, you can expect the following working conditions:
\n \n \nOnsite 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.
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Working For You
\n \n \nPerks and rewards designed for you:
\n \n \nHealth and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
\n \n \nRetirement Savings: We will support you as you save for your future.
\n \n \nEmployee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
\n \n \nCareer 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.
\n \n \nPaid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
\n \n \nPaid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
\n \n\n\n \nGreat Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.
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Join Us
\n \n \nAt Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates.
\n \n \nWe strive to create a culture where you can:
\n \n \nBring your authentic self to work.
\n \n \nGrow and thrive, both personally and professionally.
\n \n \nMake a difference with our clients, in our communities, and with the millions of people we support.
\n \n \nWhen you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!
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Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $102,680-$133,350.
\n \nConduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
\nFor US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.