Operations Support Supervisor

About the role

We are seeking an Operations Support Supervisor to lead a Medicaid team, ensuring efficient and effective operations across various roles, including product support and overall operational oversight.

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

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
• Able to manage multiple priorities and drive work to completion
• Able to evaluate and interpret complex policy and program information
• Familiarity with document imaging systems and related software
• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

Preferred Experience

• Knowledge of Medicaid or Public Programs of Assistance eligibility
• Strong written and bilingual communication skills