Customer Service Unit Supervisor

Arizona Department of Administration • Phoenix, AZ

6d • $43,437 • Onsite

About The Position

AHCCCS is Arizona's Medicaid Agency, 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.

Requirements

• AHCCCS Policies and Procedures.
• Customer Service Techniques.
• Performance Management.
• Call center operations and standards.
• Document processing to include faxes, imaging and mail.
• Arizona Management System (AMS).
• Supervising and leading individuals and teams
• Oral, written and interpersonal communications
• Team building
• Creating and maintaining an engaged workforce
• Problem solving.
• Strong organizational and time management skills.
• Word processing, spreadsheet, presentation desktop applications, SharePoint.
• Direct subordinates and determine work assignments.
• Coordinate and assign work.
• Prioritize work.
• Collect, summarize and analyze data.
• Effectively communicate with staff and customers.
• Meet department work standards and expectations.
• Research, analyze, interpret data and present data in easy understand formats.
• Multi-task.
• Three years of experience in a multi-functional customer service environment.

Nice To Haves

• Bilingual (Spanish) a plus.

Responsibilities

• 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: Entry Level
• Education Level: No Education Listed