Medicaid Program Supervisor

State of Louisiana•Baton Rouge, LA

4d•Onsite

About The Position

The mission of the Louisiana Department of Health is to protect and promote health and to ensure access to medical, preventive, and rehabilitative services for all residents of the State of Louisiana. As a Call Center Supervisor, you’ll lead and develop a high-performing team while ensuring members receive timely, accurate, and exceptional service. From coaching staff and monitoring performance to resolving escalated concerns and driving process improvements, you’ll play a vital role in keeping operations running smoothly and helping members understand their benefits and access the care they need. If you’re a motivated leader who thrives in a fast-paced environment and is passionate about service excellence, we encourage you to apply! An ideal candidate should possess the following competencies: Demonstrating Accountability: The ability to take ownership of actions, behaviors, performance, decisions, and outcomes. Following Policies and Procedures: The ability to follow, reinforce, adapt, or develop policies and procedures to maintain compliance with federal and state legal requirements, State Civil Service rules, and organizational policies. Leading Effective Teams: The ability to build, guide, and motivate teams to achieve goals through collaboration, accountability, and shared purpose. Managing Performance: The ability to plan, monitor, and document employee performance throughout the year.

Requirements

Six years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR Six years of full-time work experience in any field plus three years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR A bachelor’s degree plus three years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR An advanced degree or a Juris Doctorate plus two years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services.
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

Nice To Haves

Bilingual applicants may be eligible for premium pay up to $2.50 hourly for hours worked only.

Responsibilities

Supervises call center staff, manages schedules, and ensures adequate staffing to support daily operations and service levels.
Monitors call quality, productivity, performance metrics, and service level agreements to ensure established goals are consistently met.
Handles escalated customer concerns and provides timely resolution to complex issues while maintaining a high standard of customer service.
Conducts calibrations, performance reviews, and coaching sessions to support employee development and improve team performance.
Provides ongoing guidance and feedback to ensure staff understand and adhere to department policies, procedures, and service standards.
Maintains team morale and promotes a positive work environment that encourages engagement, accountability, and effective performance.
Identifies opportunities for process improvement and ensures call center staff provide accurate information regarding eligibility, covered services, and providers to help members access needed care.