Operations Supervisor

Staffing Solutions Organization LLC (SSO)

12d•$64,000 - $64,000•Remote

About The Position

The Operations Supervisor is responsible for the day-to-day operational oversight of PCG’s New Hampshire Medicaid Long-Term Care (LTC) financial eligibility case reviews, redeterminations, and application assistance services. This role serves as the primary supervisory and quality assurance lead for case reviewers and application support specialists, ensuring work is completed accurately, timely, and in full compliance with state and federal Medicaid requirements, DHHS policies, and project performance standards. The Operations Supervisor plays a critical role in managing workflow, monitoring productivity and quality, supporting staff training and development, coordinating with state partners, and ensuring cases progress efficiently from intake through verification, recommendation, quality assurance, and submission.

Requirements

Knowledge of supervisory and teamwork principles, methods, and techniques and an ability to apply these in a remote work environment.
Ability to develop a solid knowledge of New Hampshire’s Medicaid long-term care financial eligibility criteria and apply these principles and practices to complex and unique situations.
Experience leading program quality assurance and identifying ongoing training needs.
Ability to manage deadlines and complete deliverables according to contract requirements.
Ability to analyze personnel, operational, and organizational issues and implement strategies to improve program and staff effectiveness.
Strong organizational, documentation, and problem-solving skills.
Excellent communication and interpersonal skills, with sensitivity to diverse populations.
Proficiency in creating and using operational process and decision support tools (scripts, job aids, SOPs, and decision trees) to support staff performance.
3-5 years of experience supervising eligibility staff, conducting eligibility determinations, and/or completing quality assurance for public benefit eligibility programs; experience with remote supervision preferred.
Bachelor’s degree in social work, human services, public health, business administration, or a related field; or equivalent experience.
Ability to speak, read, and write English clearly and concisely.
Employment is contingent on completion of a background check.
Must have a private space with no distractions and reliable, high speed internet connection.

Nice To Haves

Familiarity with Medicaid LTC eligibility regulations and relevant state and federal laws preferred.

Responsibilities

Provide day-to-day operational supervision of a remote team of Medicaid LTC eligibility case reviewers and application support specialists, including workload assignment, prioritization, and performance oversight.
Manage end-to-end case processing from intake through verification, eligibility recommendation, quality assurance, and submission, ensuring compliance with DHHS policies, CMS requirements, and federal Medicaid regulations.
Conduct and oversee supervisory quality assurance reviews to confirm accuracy, completeness, documentation integrity, and audit readiness prior to submission to DHHS.
Monitor productivity, turnaround times, and quality metrics using New HEIGHTS, NH EASY, and internal tracking dashboards; identify risks, trends, and improvement opportunities.
Serve as the primary escalation point for complex eligibility determinations, operational issues, and workflow challenges, coordinating resolutions with project leadership and DHHS as needed.
Support staff onboarding, training, coaching, and ongoing performance development to ensure consistent application of eligibility policies, systems, and customer service standards.
Collaborate closely with project management and DHHS staff to align case assignment processes, reporting expectations, quality standards, and operational priorities.