MA-SP Benefits and Eligibility Supervisor

Arizona Department of Administration•Phoenix, AZ

16h•$51,410•Hybrid

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 directly supervises staff responsible for completing or supporting eligibility determinations for the Arizona Long Term Care System (ALTCS), Supplemental Security Income-Medical Assistance (SSI-MAO), Medicare Savings (MSP) and specialty categories programs in an office, virtual, and/or call center environments. The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Requirements

Knowledge of Federal, State, and agency statutes, rules, and regulations applicable to area of assignment.
Knowledge of Medicaid and financial eligibility.
Knowledge of Supervisory practices.
Knowledge of Arizona State Personnel Rules.
Knowledge of Call center operations and reporting.
Knowledge of Research and analysis.
Knowledge of Automated databases.
Knowledge of Quality control reviews.
Knowledge of Investigative interviewing methods.
Knowledge of Community service practices and resources.
Knowledge of Basic principles of employee training methods and principles of learning.
Knowledge of Customer service and support.
Knowledge of Arizona Management System (AMS).
Skilled In Researching and interpreting Federal and State laws, statues, rules, regulations, and guidelines applicable to area of assignment.
Skilled In Conducting research to perform quality control review of electronic case files.
Skilled In Work and time management.
Skilled In Problem identification and resolution.
Skilled In Verbal and written communication.
Skilled In Assessing, maintaining, reviewing and analyzing database information.
Skilled In Implementing policies and procedures.
Skilled In Developing and maintaining interpersonal relationships.
Skilled In Customer service delivery.
Skilled In Phone etiquette.
Skilled In Root cause analysis.
Skilled In Computer applications in word processing, spreadsheets, presentations, and email applications; Microsoft.
Skilled In Proprietary state applications in eligibility and healthcare programs to include HEAplus, PMMIS, DocuWare, AZTEC and RightFax.
Ability to Supervise, train, and motivate staff.
Ability to Prioritize, assign and review work.
Ability to Plan for efficient use of resources, personnel and materials.
Ability to Research and resolve issues.
Ability to Communicate information to employees, customers, providers, community organizations and agencies.
Ability to Evaluate work processes.
Ability to Effectively manage caseloads.
Ability to Establish and maintain effective work relationships.
Ability to Ensure effective and efficient workflow.
Two years experience performing eligibility work related to Medicaid eligibility and six months of supervisory experience or performing in a lead capacity.

Nice To Haves

Arizona Driver License
Two years of eligibility work or provider enrollment experience, OR supervision in a high production environment.

Responsibilities

Interpret and apply policies, procedures, rules and regulations and provide staff with guidance and direction.
Look for performance trends and implement necessary corrective action plans for staff.
Review customer cases and handle escalated cases.
Provide internal and external customer service.
Monitor workloads, call volumes, coverage and reassign tasks as needed.
Provide staff with continuous learning opportunities.
Supervise staff: complete 1 on 1 conferences (no less than monthly) and required evaluations.
Monitor employee performance and ensure that identified issues are addressed timely.
As issues are identified they are managed up.
Ensure that staff are meeting all productivity, quality, and timeliness measures.
May include customer service quality reviews.
Approve training and leave requests.
Attend meetings, training and conferences.
Conduct and facilitate continuous learning and information sharing discussions. This could be in an individual or group setting.
These meetings may be held in person, telephonically or via video conferencing.
Foster teamwork and collaborative efforts through employee engagement strategies.
Employ the use of mentoring with direct reports and for self-improvement.
Continually support agency and division missions and values.
Champion and facilitate AMS in unit and provide guidance, insight and support to the lag and lead goals at the operational level.

Benefits

10 paid holidays per year
Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
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
Lifetime Pension Benefit Program
Deferred Retirement Compensation Program