Customer Service Unit Supervisor

Arizona Department of Administration • Phoenix, AZ

5d • $43,437 • Onsite

About The Position

The Arizona Health Care Cost Containment System (AHCCCS), Arizona’s Medicaid agency, is driven by its mission to deliver comprehensive, cost-effective health care to Arizonans in need. AHCCCS is a nationally acclaimed model among Medicaid programs and a recipient of multiple awards for excellence in workplace effectiveness and flexibility. AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona. Among government agencies, AHCCCS is recognized for high employee engagement and satisfaction, supportive leadership, and flexible work environments, including remote work opportunities. With career paths for seasoned professionals in a variety of fields, entry-level positions, and internship opportunities, AHCCCS offers meaningful career opportunities in a competitive industry. Come join our dynamic and dedicated team. This position is responsible for ensuring positive customer service interactions following all department, agency and state rules, policies, procedures and performance standards.

Requirements

• Three years of experience in a multi-functional customer service environment.
• Knowledge of AHCCCS Policies and Procedures.
• Knowledge of Customer Service Techniques.
• Knowledge of Performance Management.
• Knowledge of Call center operations and standards.
• Knowledge of Document processing to include faxes, imaging and mail.
• Knowledge of Arizona Management System (AMS).
• Skills in Supervising and leading individuals and teams.
• Skills in Oral, written and interpersonal communications.
• Skills in Team building.
• Skills in Creating and maintaining an engaged workforce.
• Skills in Problem solving.
• Strong organizational and time management skills.
• Proficiency in Word processing, spreadsheet, presentation desktop applications, SharePoint.
• Ability to direct subordinates and determine work assignments.
• Ability to coordinate and assign work.
• Ability to prioritize work.
• Ability to collect, summarize and analyze data.
• Ability to effectively communicate with staff and customers.
• Ability to meet department work standards and expectations.
• Ability to research, analyze, interpret data and present data in easy understand formats.
• Ability to multi-task.
• Successfully pass fingerprint background check, prior employment verifications and reference checks.
• Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.).
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

• Bilingual (Spanish) a plus.
• Arizona Drivers License

Responsibilities

• Oversee the activities of a team that works on a call center and manages documents in imaging services as well as taking care of walk-in customers.
• Supervise a team of Customer Service Representatives, who are responsible for the completion of timely registration and processing mail, fax, lobby responsibilities, and imaging services and assign tasks to ensure an effective workflow.
• Attend meetings, training sessions and/or conferences and conduct meetings to advise employees of changes/decisions on policy and procedures.
• Conduct and provide training and guidance to ensure accurate implementation of agency policy and division procedures.
• Complete and monitor required reports to include productivity, quality, and timeliness.
• Complete and administer employee evaluations utilizing the tools to document performance; provide feedback to subordinates; by communicating established goals; and initiate disciplinary action as appropriate.
• Participate in the hiring process and conduct new hire training or refresher training.
• Attend & participate in meetings & training.
• Promote teamwork & cooperation.
• Actively participate in & lead AMS activities.

Benefits

• 10 paid holidays per year
• Paid Vacation and Sick time off (13 and 12 days per year respectively)
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
• Other Leaves - Bereavement, civic duty, and military.
• A top-ranked retirement program with lifetime pension benefits
• A robust and affordable insurance plan, including medical, dental, life, and disability insurance
• Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
• RideShare and Public Transit Subsidy
• A variety of learning and career development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed