Member and Support Services Supervisor

Polk County Board of County Commissioners•Bartow, FL

12h•Hybrid

About The Position

Responsible for the coordination and supervision of Customer Service Representatives and Case Managers within the Member and Support Services section. This role oversees eligibility assessments for the Polk HealthCare Plan, the Health Care Responsibility Act (HCRA), Indigent Cremations, and various supplemental assistance programs (e.g., food and household supplies). The Supervisor coordinates case management functions, conducts rigorous quality assurance (QA) audits to ensure policy compliance, and provides direct leadership to assigned staff. This position is reported to the Community Health Access Manager.

Requirements

Graduate of an accredited four-year college or university with a degree in Social Work, Sociology, Health Care Administration, or a related field.
A minimum of three (3) years of experience in social service interviewing, counseling, or case management, including at least one (1) year of supervisory experience in a social services program.
Must possess a valid driver’s license and be able to secure a Florida driver’s license at the time of employment.
Leadership: Ability to foster a collaborative environment, delegate workloads, and drive team performance through measurable objectives.
Critical Thinking: Proficient in problem-solving and results-oriented decision-making within a fast-paced, high-pressure environment.
Analytical Skills: Ability to interpret complex data for quality assurance, project the consequences of decisions, and review productivity reports.
Communication: Exceptional oral and written communication skills; ability to interact with diverse populations and professional stakeholders with tact, diplomacy, and sensitivity.
Technical Knowledge: Comprehensive understanding of HIPAA regulations, HCRA requirements, and case management best practices.
Software Proficiency: Expert knowledge of Microsoft Office Suite and the ability to master program-specific software.
Must undergo a Level 2 (FDLE) screening submitted electronically before commencing work. Those obtaining this certification must maintain certification as a condition of employment.

Nice To Haves

A comparable amount of training and experience may be substituted for the minimum qualifications listed above.

Responsibilities

Supervises Customer Service Representatives and Case Managers, actively participating in the recruitment and selection of highly qualified personnel.
Monitors staff performance to identify non-compliance or underperformance; addresses issues through proactive coaching, corrective feedback, and formal personnel actions in accordance with organizational policies and Human Resources protocols.
Develops, implements, and trains teams on Standard Operating Procedures (SOPs) to ensure operational consistency.
Conducts formal performance evaluations, providing ongoing guidance and direction to support professional growth and role clarity.
Performs regular Quality Assurance (QA) audits of Case Manager files, reviewing documentation, case notes, and eligibility records for accuracy and uniformity.
Evaluates Customer Service Representatives' client interactions, including recorded phone calls, to ensure adherence to communication standards, service protocols, and professionalism.
Ensures all staff maintain strict confidentiality of records in compliance with the Health Insurance Portability and Accountability Act (HIPAA).
Reviews and recommends updates to established policies and procedures to improve service delivery and operational effectiveness.
Utilizes analytical data to provide input on the strategic placement of outposted Case Managers based on community needs.
Conducts site visits to outposted offices to monitor service quality and compliance with program standards.
Oversees the eligibility determination process for out-of-county emergency care under the Health Care Responsibility Act (HCRA).
Coordinates with next of kin and funeral homes regarding indigent burial and cremation services.
Manages the client appeal process, ensuring timely and accurate resolution of concerns.
Assists with high-volume call periods to maintain service levels and client responsiveness.
Reviews workload metrics and statistical reports to monitor program performance and identify trends.
Ensures all client contacts, inquiries, and dispositions are accurately documented in the shared data information system.