Job Summary :
This position supervises the daily activities of a high performing team of individuals who manage incoming agency calls and adhere to DMPS values, commit to AMS initiatives and handle personnel issues.
Job Duties :
Major duties and responsibilities include but are not limited to :
- Supervise a team who handle the incoming agency calls from customers, members, assistors, and providers.
- Complete required evaluations & monthly conferences. Review metrics reports from Cognos. Monitor all performance measures (timeliness, quality, attendance & productivity). Live monitoring and quality assurance of calls. Address work performance issues & resolve through creating & administering employee actions & action plans.
- Participate in the hiring process. Train and develop agents as needed which includes new hires and refreshers.
- Research, design, prepare & update AHCCCS statistical reports, special projects, surveys and / or prepare other documents as requested. Review & analyze various management reports, including InvGate ticketing system. Take initiative to problem solve & anticipate section needs.
- Answer questions regarding AHCCCS eligibility policy, interprets, communicates & applies these policies to a variety of scenarios, including presentations, reports & system testing. Work with escalated customer situation calls.
- Attend & participate in meetings & training. Promote teamwork & cooperation. Actively participate in & lead AMS activities.
- This position will provide support to management in the absence of fellow OCARE leadership.
Knowledge, Skills & Abilities (KSAs) :
Knowledge :
AHCCCS Policies and Procedures.Arizona Department of Administration Personnel Rules, policies, and procedures.Customer Service Techniques.Supervisory principles and techniques.Performance Management.Problem solving and time management techniques. Principles and practices of office and time management.Medicaid eligibility, enrollment and systems, processes, policies and hierarchy.Research and verification techniques.Call center operations and standards.Document processing to include faxes, imaging and mail.Arizona Management System (AMS).Skills :
Supervising and leading individuals and teams.Oral, written and interpersonal communications.Team building.Creating and maintaining an engaged workforce.Problem solving.Record keeping and the ability to collect, summarize and analyze data to prepare reports.Strong organizational and time management skills.Workflow management.Verbal communication one-on-one and small groups.Writing in correspondence and reports.Strong organizational and time management skills.Supervisory skills.Google, word processing, spreadsheet, presentation desktop applications or similar, SharePoint.Abilities :
Direct subordinates and determine work assignments. Coordinate and assign work.Collect, summarize and analyze data.Communicate effectively, both orally and in writing with staff and customers.Meet department work standards and expectations.Problem solve.To work alone, self-direct him / herself, and work in small groups of diverse individuals.Research, analyze, interpret data and present data in easy to understand formats.Multi-task.Selective Preference(s) :
Arizona Driver's License
Minimum : Three years of experience in a multi-functional customer service environment.
Preferred : Bilingual (Spanish) a plus.
Pre-Employment Requirements :
Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees.Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.) AND have an acceptable driving record for the last 39 months including no DUI, suspension or revocations and less than 8 points on your license. If an Out of State Driver License was held within the last 39 months, a copy of your MVR (Motor Vehicle Record) is required prior to driving for State Business. Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.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 :
10 paid holidays per yearPaid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster / adopted child (pilot program).Other Leaves - Bereavement, civic duty, and military.A top-ranked retirement program with lifetime pension benefitsA robust and affordable insurance plan, including medical, dental, life, and disability insuranceParticipation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)RideShare and Public Transit SubsidyA variety of learning and career development opportunitiesBy 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.
