What are the responsibilities and job description for the Title: Customer Service Section Supervisor position at Arizona Health Care Cost Containment System?
Job Summary :
This position is responsible for overseeing the individuals who respond to customer, member, provider, assistor and applicant issues referred by multiple AHCCCS sources. This position will oversee the research and resolution related to all AHCCCS health insurance programs, handle escalated situations, develop and provide staffing training, interagency coordination efforts, and interactions with state and federal agencies. This position will provide support to the management team.
Job Duties :
Major duties and responsibilities include but are not limited to :
- Manage units of Customer Service Representatives that work in a call center environment dealing with escalated and urgent member, assistor, provider, customer, and applicant issues related to all AHCCCS Health Insurance programs whether eligibility is determined by AHCCCS, APEP or DES.
- Provides in depth research and ensures follow through on member, customer, assistor or provider issues from verbal or written correspondence from customers as well as applicant issues regarding eligibility, medical care, quality of care or general information inquiries from AHCCCS management.
- Provide policy interpretations, practices and procedures while maintaining accuracy and consistency for all AHCCCS health insurance eligibility programs administered by DES, APEP and AHCCCS.
- Act as liaison with staff from other divisions and agencies and represent the agency when reporting findings to agency management. The position also facilitates interagency coordination with federal, state, county and city agencies. Research, design, prepare and update statistical reports. Supports management in meeting with internal and external stakeholders.
- Recruit, train, coach and work with staff on performance issues and employee relations. Facilitate meetings and participate in special projects as necessary..
- Providing continual internal and external customer services. Support the division mission and values and champion the AMS lean initiative.
Knowledge, Skills & Abilities (KSAs) :
Knowledge :
Skills :
Abilities :
Selective Preference(s) :
Arizona drivers license
Minimum : Three years of experience in a multi-functional customer service environment.
Preferred : Supervisory experience a plus. Experience working in medical eligibility, enrollment, claims processing or claims customer service. Bilingual (Spanish) a plus
Pre-Employment Requirements :
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply : Driver’s License Requirements.
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits :
Among the many benefits of a career with the State of Arizona, there are :
By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work / life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.
Learn more about the Paid Parental Leave pilot program here.
