SHARED SERVICES EFFECTUATION SUPERVISOR

C2Q Health Solutions•New York, NY

5d•$60,000 - $70,000•Onsite

About The Position

The Shared Services Effectuation Supervisor is responsible for overseeing the end-to-end service effectuation process, ensuring that all authorized services for participants are accurately coordinated, scheduled, delivered, and completed in a timely manner. This role ensures continuity between care authorization and service delivery by supervising a team responsible for tracking, coordinating, and closing the loop on all participant services. The supervisor works closely with interdisciplinary teams (IDT), providers, and internal departments to ensure seamless execution of care plans and compliance with PACE program requirements.

Requirements

Ability to pass multi-tasking competency tests involving various screen navigation, listening to the customer, entering data about the interaction, and suggesting a resolution to the customer’s issue.
Able to pass a typing test with at least 40 WPM.
Within 45 days, must pass a proficiency test of Microsoft Office, Ring Central, Care Compass, and any other system used daily.
Proficient in computer programs such as Microsoft Office and Microsoft Excel.
Excellent verbal and written communication skills.
Excellent problem-solving and analytical skills.
Accurate attention to detail with strong organizational skills.
Demonstrated ability to manage multiple projects and be flexible.
Able to travel to any PACE Sites, as needed.

Nice To Haves

Knowledge of other database programs is a plus.
Bilingual in Spanish, Russian, Chinese, Korean, Albanian, or French Creole preferred.

Responsibilities

Supervise daily operations of the Shared Services Effectuation Data Quality team, ensuring effective coordination, tracking, and completion of all authorized PACE participant services.
Oversee the full-service effectuation lifecycle, including authorization tracking, coordination, scheduling, execution follow-up, and confirmation of service completion within required timeframes.
Ensure accuracy and integrity of service data by performing quality oversight of Care Compass entries and conducting routine audits of IDT and Shared Services documentation to confirm services are properly effectuated.
Serve as primary liaison between Shared Services, Provider Relations, IDT teams, external providers, and internal departments (e.g., Appeals & Grievances, Claims, Transportation, vendors) to resolve service gaps, delays, and operational issues.
Monitor daily and ad-hoc service status reports to ensure timely resolution of pending services, escalate barriers impacting service delivery, and drive resolution through cross-functional collaboration.
Ensure compliance with PACE program requirements, CMS & DOH regulations, internal policies, and documentation standards, supporting audit readiness and regulatory adherence.
Analyze operational data and quality metrics to identify trends, inefficiencies, and opportunities for process improvement, and collaborate with IT and Quality teams to enhance tracking systems and reporting tools.
Provide leadership, coaching, training, and performance management for team members, including delegation of assignments, reinforcement of policies, and ongoing development support.
Manage team operations including scheduling, time-off approvals, attendance monitoring, workload distribution, and adherence to productivity and performance standards.
Oversee quality assurance activities, including audits of notes, calls, and documentation; communicate findings to staff and leadership, and implement corrective actions as needed.
Support investigation and resolution of escalated issues, grievances, and complaints in a timely and confidential manner, ensuring proper documentation and follow-through.
Conduct performance evaluations, deliver feedback, and administer disciplinary actions when necessary, ensuring accountability and continuous improvement.
Participate in internal meetings, conference calls, and cross-departmental coordination efforts, and lead team-specific meetings as needed.
Perform other duties as assigned.