• Director Health Services in Call Center

    Job Locations US-MD-Windsor Mill
    Posted Date 2 months ago(11/27/2019 12:22 AM)
    Requisition ID
    # of Openings
    Job Schedule
    Regular Full-Time

    Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit

    Job Description Summary

    This position will act as the Project Director for the Maryland Health Benefit Exchange – Consolidated Service Center, a MAXIMUS Health Services Operations project. This project is jointly ran between call center’s in Glendale, Colorado and Windsor Mill, Maryland this position will be out of the Windsor Mill office.
    The Director - Project/Program will perform as a key member of the senior management team responsible for meeting cost, schedule and quality requirements of the project and will oversee all contract administrative functions including policy, budget and financial controls.


    1. Directs the Management team of the Maryland Health Benefit Exchange (MHBE) Consolidated Service Center (CSC)
    2. Participate with executive management to establish strategic plans, objectives and work plans
    3. Engage in rebid and other business development initiatives
    4. Develop program performance goals and objectives and monitor achievement of such goals
    5. Propose changes in policies and procedures for improvement
    6. Leads the project to result in meeting or exceeding contractual service level requirements
    7. Identifies risks/issues and develops mitigation plans and overseen their execution
    8. Identifies and reports all incidents to the Vice President Health Operations and the client contact
    9. Supervises Management team and develops the team’s performance in aggregate and individually
    10. Leads the Management team with all project-wide initiatives, planning, and reporting
    11. Supports Vice President, Health Operations with all special projects as assigned by President of Health Services Operations
    12. Perform other duties as assigned

    Required Education • Bachelor’s Degree from an accredited college or university
    Preferred Education • Master’s degree or relevant certification (PMP preferred)

    Skills and Experience • At least 5 years’ experience required with client contract responsibilities
    • At least 8 years management experience required
    • Proven ability to respond to the needs of outside contacts
    • Proven ability to develop and manage budget and financial forecasts; meet and exceed goals
    • Proven ability to maintain up-to-date accurate knowledge of all applicable statutes, regulations & contractual requirements to ensure project is in compliance
    • Computer literacy in Microsoft programs (Excel, Project, etc.)

    Preferred Skills • Salesforce
    • IVR Technology
    • Knowledge of Medicaid and ACA market


    Essential Duties and Responsibilities:
    - Act as the primary contact for the state client
    - Ensure program operations are in compliance with all applicable requirements of the contract, as well as State and federal regulations.
    - Ensure goals and objectives are established by Project Manager that support the overall Project strategies.
    - Oversee all project administrative operations including budget, financial controls, and human resources.
    - Plan, develop and schedule priorities for achieving operational and performance goals.
    - Review management, productivity, and financial reports and studies to ensure program objectives are met.
    - Participate in internal audits, research studies, forecasts, and modeling exercises to support Project direction and guidance.
    - Manage operational managers, to include performance appraisals, mentoring, and professional/development guidance.
    - Demonstrate a high level of dedication and proactive leadership in meeting corporate goals and program objectives.
    - Perform other duties as assigned by management.

    Minimum Requirements:
    - Direct and control the activities of a broad functional area through several department managers within the company.
    - Overall control of planning, staffing, budgeting, managing expense priorities; and recommend and implement changes to methods.
    - Work on complex issues where analysis of situations or data requires an in-depth knowledge of the company.
    - Participate in corporate development of methods, techniques and evaluation criteria for projects, programs, and people.
    - Ensure budget and schedule meet corporate requirements.
    - Regularly interact with executives and/or major customers.
    - Interaction frequently involves special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
    - Report to Senior Director or VP level.


    EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.


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