Operations Support Supervisor

Operations Support Supervisor

As the Operations Support Supervisor, you will lead a Medicaid team, ensuring efficient and effective operations across various roles, including product support and overall operational oversight. This role requires a dynamic and detail-oriented individual who can manage a wide range of responsibilities, including overseeing the Medicaid resource mailbox, analyzing team metrics, coaching team members, and ensuring compliance with Federal and State regulations. This position is a full-time, salaried opportunity that is fully onsite in Newark, DE.

What You'll Do

Leadership and Management:

• 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

Operational Oversight:

• 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

Case Management and Fair Hearings:

• 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

Team Development and Communication:

• 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

Client and Stakeholder Interaction:

• 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

What You'll Need

Required:

• 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
• Ability to manage multiple priorities and drive work to completion
• Ability to evaluate and interpret complex policy and program information
• Familiarity with document imaging systems and related software
• Skill in communication, interpersonal relationships, motivation, organization, and management
• Transportation to/from office, dependable and on-time
• Available to work a minimum of one Saturday a month, if necessary
• Responsible and independent individual that wants to make a difference in the community
• Must be able to jump into any role as needed, providing support and ensuring smooth operations across all areas
• Flexibility to adapt to changing priorities and responsibilities

Preferred:

• Experience in case management or customer service
• Knowledge of Medicaid or Public Programs of Assistance eligibility
• Strong written and bilingual communication skills

Physical Demands:

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work involving sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to View email address on click.appcast.io or View phone number on click.appcast.io.

$70,000 - $75,000 per year. The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.