Health Program Manager 2

Eligibility Specialist Supervisor Job Location: 150 N 18th Ave, Phoenix, AZ 85007 Salary: $62,315 Grade: 21 Hybrid Job Summary This position is responsible for training, supervising, and assigning tasks to a team of eligibility specialists in our AIDS Drug Assistance Program and our Ryan White Part B program. The position interacts with clients, case managers, enrollment agencies, program sponsors, and pharmacies to address enrollment related issues and is also responsible for producing enrollment related reports and data gathering. The position handles, resolves, and takes ownership of internal and external customer problems. Additionally, it provides support to staff who may need to escort complex cases and concerns. This position must be able to maintain confidentiality and provide quality, non-stigmatizing services to persons living with HIV. Job Duties Manage and direct a team of eligibility specialists (work assignments, setting priorities, hiring, discipline, providing training, approving leave requests, and preparing evaluations) Perform all functions related to the enrollment and eligibility process, including use of all agency required systems, ensuring quality service delivery and adherence to agency established standards Serve as a liaison between case management/enrollment agencies and clients Collect and analyze eligibility data for reporting Professionally handle incoming and return phone calls, providing quality customer service Other duties as assigned as related to the position Knowledge, Skills & Abilities (KSAs) Knowledge of: Eligibility and enrollment policies Data security and confidentiality policies Continuous Quality Improvement (CQI) and Lean methodologies Basic knowledge of Microsoft Office Suite and G‑Suite Customer service principles and practices Call center telephony Skill in: Oral and written communication Interpersonal relations, as applied to contracts with representatives of other governmental and private organizations, physicians, and the public Listening skills, including the ability to maintain composure during stressful situations Organizational skills including planning, prioritizing, and multitasking workflow in a timely manner Attention to detail Supervision and conflict resolution Ability to: Use agency required systems for documenting eligibility requirements Work independently and as a team member Resolve customer issues while adhering to agency policies Follow verbal and written instructions Work in a fast paced environment Quality data entry and typing skills Delegate tasks, monitor workloads, and address performance concerns Selective Preference(s) Pharmacy knowledge/experience, call center experience. Pre-Employment Requirements Driver's License, High School Diploma, 2 years in customer service/eligibility work or other related field. Driver’s License Requirements apply if position requires driving or use of a vehicle as an essential function of the job to conduct State business. All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits Affordable medical and dental insurance plans Paid vacation and sick time Paid Parental Leave -- up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program) 10 paid holidays per year Wellness program and plans Life insurance Short/long-term disability insurance Defined retirement plan Award winning Infant at Work program Credit union membership Transit subsidy ADHS Student Assistance Pilot Program Retirement To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution, providing a 50/50 split. New State employees have a 27‑week wait period for contributions to begin. Contact Us The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing View email address on click.appcast.io. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E‑Verify Employment Eligibility Verification. #J-18808-Ljbffr Arizona State Government