Bi-lingual Medicaid Field Representative - (must have experience w/Medicaid eligibility processes)

Overview

On Site
$ $40,000 - $45,000
Contract - W2
Contract - 17 Month(s)

Skills

MEDICAID
DISABILITY
OPERATIONS
PROBLEM-SOLVING
BEST PRACTICES
TRANSLATE
process improvement
Process Improvements
Linguistic
Customer Interaction
Field Operations

Job Details

Our goal is to solve problems and deliver results for our clients. At Cloud and Things, you can be a part of transforming the public sector's IT environment. Our team is on the forefront of helping to solve the government's most complex IT challenges. If you are seeking a role that offers the opportunity to work on rewarding projects, consider a career with Cloud and Things.

*This is an exempt position. Salary commensurate with experience*

Overview:

We are seeking a Field Representative Lead who will support our client. The Field Representative Lead and Contact Center Oversight position will serve as a key resource in supporting the Process Reengineering initiative for PRMP. This role is responsible for ensuring effective coordination between field operations, customer service teams, and business process transformation efforts. The position will play a critical part in assessing operational readiness, ensuring consistent application of new processes, and providing frontline insights to support successful implementation and adoption of redesigned business workflows.

Duties:

  • Provide leadership and oversight for field representatives and contact center operations to ensure alignment with process reengineering objectives and service delivery standards.

  • Coordinate and oversee field-level assessments of current business processes, capturing operational challenges, stakeholder feedback, and improvement opportunities.

  • Collaborate with the PRE team to translate redesigned processes into field-ready and contact center-ready workflows.

  • Monitor contact center and field team adherence to new procedures, service protocols, and customer interaction standards throughout the reengineering lifecycle.
    Identify, document, and escalate operational issues encountered during process transitions and propose actionable solutions.

  • Facilitate the implementation of training and knowledge transfer for field representatives and contact center staff on reengineered processes, systems, and service protocols.

  • Ensure field representatives and contact center teams maintain compliance with internal policies, regulatory requirements, and customer service standards.

  • Act as a primary point of contact for field and contact center-related concerns within the PRE initiative.

  • Promote continuous feedback loops between field teams, contact center staff, and the PRE project team to support sustainable process improvements.

Mandatory Qualifications:

  • 5+ years of demonstrated experience providing leadership in field operations and contact center oversight for a State Medicaid Agency (SMA), a large healthcare provider management organization of a similar size, or an organization of comparable size with complex operational environments.

  • 3+ years of demonstrated experience supporting or leading operational transformation, process reengineering, or service delivery optimization initiatives.

  • Strong knowledge of Medicaid eligibility processes, including policy, determinations, and enrollment.

  • Bachelor's degree or a minimum of four (4) years of related experience.

  • Must demonstrate fluency in Puerto Rican Spanish, including the ability to read, write, and communicate clearly and accurately. Proficiency should reflect a strong understanding of regional linguistic and cultural nuances relevant to the Puerto Rican population.

Desirable Qualifications:

  • Knowledge of industry-recognized customer service frameworks, contact center operations, and process improvement methodologies, including Lean, Six Sigma, or equivalent best practices.

  • Strong problem-solving, teamwork and customer service skills.

Cloud and Things complies with all applicable federal, state, and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws.


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