Operations Support Supervisor

CAI•Newark, DE

2d•$70,000 - $75,000•Onsite

About The Position

As the Operations Support Supervisor, you will oversee a Medicaid team, analyze team metrics, coach team members, and ensure compliance with Federal and State regulations. We are looking for an Operations Support Supervisor that will lead a Medicaid team, ensuring efficient and effective operations across various roles, including product support and overall operational oversight. This role requires a dynamic and detail-oriented individual who can manage a wide range of responsibilities, including overseeing the Medicaid resource mailbox, analyzing team metrics, coaching team members, and ensuring compliance with Federal and State regulations. This position is a full-time, salaried opportunity that is fully onsite in Newark, DE.

Requirements

Associate Degree or Bachelor’s Degree in a related field
Minimum of one year of management experience
Minimum of one year case management or processing programs of assistance for State government experience
Minimum of one year determining compliance with State and Federal laws, rules, regulations, policies and procedures, or related experience
One year of data entry experience and customer service experience
Experience with document imaging systems and related software
Strong proficiency with Microsoft Office Suite
Excellent organizational skills with strong attention to detail
Strong written and verbal communication skills
Ability to problem solve and work independently
Solid interpersonal skills and ability to work as part of a team
Ability to manage multiple priorities and drive work to completion
Ability to evaluate and interpret complex policy and program information
Familiarity with document imaging systems and related software
Skill in communication, interpersonal relationships, motivation, organization, and management
Transportation to/from office, dependable and on-time
Available to work a minimum of one Saturday a month, if necessary
Responsible and independent individual that wants to make a difference in the community
Must be able to jump into any role as needed, providing support and ensuring smooth operations across all areas
Flexibility to adapt to changing priorities and responsibilities

Nice To Haves

Experience in case management or customer service
Knowledge of Medicaid or Public Programs of Assistance eligibility
Strong written and bilingual communication skills

Responsibilities

Supervise and manage operational staff responsible for determining eligibility and processing assistance programs
Provide and communicate overall vision and direction for the program
Coach and instruct team members on department policies and ensure compliance
Provide constructive and encouraging one-on-one sessions with team members to foster professional growth
Draft and deliver performance appraisals for team members as scheduled
Identify training opportunities for team members and develop plans to address skill gaps
Stay on top of coaching and corrective actions when necessary to ensure team accountability and performance
Handle all day-to-day Medicaid operations, ensuring smooth workflows and adherence to timelines
Manage and monitor the Medicaid resource mailbox to ensure all requests received are completed in a timely manner
Set up and maintain the team’s metrics spreadsheet for new months, ensuring data accuracy and consistency
Set up Medicaid case logs monthly and oversee their accuracy and completeness
Monitor team metrics dashboards, analyze data for trends, and submit detailed monthly reports to the project manager
Analyze metrics data to identify areas of improvement and communicate findings with the team
Develop and implement corrective action plans to address performance issues as necessary
Ensure all fair hearings are attended by you and team members and reschedule them as necessary to comply with deadlines
Delegate work to ensure all responsibilities are accounted for and properly managed
Assist Case Review Analysts by ensuring case workers have made appropriate updates by the due date
Investigate and document constituent complaints, provide supporting documentation, and testify before administrative bodies or court officials if necessary
Provide ongoing coaching and guidance to team members to ensure their understanding of policies and procedures
Foster a collaborative and supportive team environment, encouraging open communication and opportunities for growth
Handle all correspondence with team members and follow the chain of command for escalations as necessary
Create training materials, update existing procedures, and conduct training sessions for new and current team members
Develop and maintain relationships with clients to ensure continued satisfaction with projects
Work closely with clients to securely collect renewals and verifications, ensuring compliance with all privacy and security protocols