Eligibility Specialist Supervisor

Eligibility Supervisor

The Forsyth County Department of Social Services is currently hiring for an Eligibility Supervisor position within the Medicaid Services Division. The position will oversee and supervise the Adult Medicaid PLA Recertification team. These assignments may be adjusted at any time based on the operational needs of the department and the populations we serve. The Eligibility Supervisor will be based on-site and is expected to work a standard schedule of Monday through Friday, 8:00 AM to 5:00 PM, with the flexibility to work outside of these hours as needed to meet the demands of the position. The Eligibility Supervisor position is in the Medicaid Services Division of the Forsyth County Department Of Social Services. This position is part of a team responsible for ensuring timely and accurate eligibility determinations for Medicaid recipients. The Eligibility Supervisor will oversee the Adult Medicaid Recertification team (including PLA), ensuring compliance with federal, state, and local policies while supporting staff development and operational efficiency. This position provides an excellent opportunity for professionals who enjoy leadership, process improvement, and making a direct impact on the delivery of vital public services.

Distinguishing Features

A successful candidate should have the following knowledge, skills, and abilities:

• Thorough knowledge of federal, state, and local Medicaid policies and procedures.
• Considerable knowledge of eligibility determination processes, NC FAST or similar case management systems, and workflow management.
• Ability to supervise, assign, and evaluate the work of eligibility specialists, including conducting quality assurance reviews and staff performance evaluations.
• Ability to interpret and clarify regulations, provide policy guidance, and ensure compliance across the unit.
• Strong leadership, organizational, and problem-solving skills to develop operational strategies, balance workloads, and improve unit efficiency.
• Ability to plan and implement staff training, foster professional growth, and maintain high standards of customer service.
• Exceptional communication skills, including the ability to counsel staff, resolve performance issues, and facilitate collaboration with senior leadership.
• Ability to adapt to frequent policy changes and foster a culture of accountability, innovation, and continuous improvement.
• Ability to establish and maintain effective working relationships with staff, clients, and community partners.

Minimum Education and Experience

• Graduation from high school or GED and two (2) years of experience as a caseworker or investigator in an income maintenance program. A higher education level may be considered as a substitution for all or part of the experience requirement.
• Preferred candidates will have at least one (1) year of supervisory experience or two (2) years of experience as a Senior Income Maintenance Caseworker serving as a lead worker or staff development specialist.
• Proficiency in NC FAST is required.
• Demonstrated ability to interpret complex policies and apply sound judgment in eligibility decisions.
• Strong organizational, time management, and basic mathematical skills.
• Familiarity with standard office equipment and basic computer applications.
• Ability to work under pressure and meet deadlines in a fast-paced setting.
• Commitment to providing excellent service to clients and team members.

Essential Duties and Responsibilities

• Supervise and support a team of eligibility specialists in processing Medicaid applications, recertifications, and or changes in circumstance.
• Monitor daily operations, including staff performance, workflow, and compliance with policies.
• Conduct quality assurance reviews, evaluate error reports, and implement procedural improvements to ensure accuracy and efficiency.
• Provide ongoing training, coaching, and professional development opportunities for staff.
• Assist in personnel management, including performance evaluations, counseling, disciplinary recommendations, and participation in hiring and promotion decisions.
• Interpret policies and regulations, providing guidance and clarification to staff.
• Plan and implement operational strategies, set priorities, and establish short- and long-term goals for the unit.
• Promote a positive work culture that aligns with Forsyth County's WeCare Guiding Principles of integrity, awareness, accountability, respect, and excellence.
• Maintain a high standard of customer service and ensure timely delivery of benefits to clients.
• Work a standard schedule of Monday through Friday, 8:00 AM to 5:00 PM, with occasional flexibility as required. This is an on-site position.