Supervisor, Certified Application Counselors

Overview

About NYREACH NYREACH (New York Research, Education and Community Health) is an independent 501(c)(3) nonprofit dedicated to advancing health equity through education, community-based programs, and direct service delivery for some of the Bronx's most vulnerable and underserved residents.

For over five years, NYREACH has been a trusted resource in Bronx County. Through the New York State Social Care Network, our team has conducted health-related social needs (HRSN) screenings and provided services through home-delivered meals and community programs. We deliver every service in a culturally competent, linguistically appropriate, and disability-accessible manner, with Spanish-fluent staff embedded in the communities we serve. Our team of full-time staff and active community volunteers — including International Medical Graduates and community health workers — partners with local clinics and community organizations to meet residents where they are. We're looking for a talented, motivated leader to join our growing team and help keep Bronx families continuously covered and connected to care.

This position is ideal for an experienced healthcare or enrollment professional who wants to make a meaningful impact by leading a team dedicated to keeping vulnerable New Yorkers continuously insured. You'll be part of a community-rooted nonprofit with a proven track record of serving the Bronx, working alongside a team committed to health equity, with real opportunities to grow.

Job Summary

Position Title : Supervisor, Certified Application Counselors

Position Summary: The Supervisor, Certified Application Counselors – Medicaid Recertification & Coverage Continuity leads and manages a team of Certified Application Counselors (CACs) responsible for Medicaid recertification, renewal assistance, and coverage continuity across NYREACH's community-based programs and clinical partner sites in the Bronx. This role ensures the team delivers accurate, timely, and compliant enrollment and recertification services while building staff capacity to navigate evolving Medicaid eligibility requirements, including the six-month renewal cycles and Community Engagement requirements introduced under H.R. 1 (effective January 2027). The Supervisor balances day-to-day operational oversight — staffing, quality assurance, and performance management — with a hands-on role in training, escalated case resolution, and cross-team coordination with NYREACH's clinical and community partner network. This role reports to the Program Director and serves as the primary people-manager for the Medicaid Recertification & Coverage Continuity team.

Responsibilities

Core Function

• Team Leadership & Program Oversight: Supervising a team of Certified Application Counselors to ensure consistent, high-quality Medicaid recertification, enrollment, and care coordination services across NYREACH's Bronx-based programs and partner sites.Key Responsibilities – Team Supervision & Program Management
• Staff supervision & development: Hire, onboard, train, and supervise CAC staff; conduct regular one-on-ones, team meetings, and annual performance reviews; provide coaching and professional development to build staff competency in Medicaid recertification, eligibility screening, and coverage counseling.
• Certification & compliance oversight: Ensure all CAC staff obtain and maintain NYSOH Assistor/Navigator Certification within required timeframes; monitor adherence to Navigator/Assistor conflict-of-interest standards, HIPAA, and 45 CFR §155.260; conduct periodic file and case audits for accuracy and completeness.
• Quality assurance: Audit applications, renewals, and documentation submitted through the NYSOH enrollment portal and the EHR for accuracy, completeness, and timeliness; identify trends in errors or delays and implement corrective coaching or process improvements.
• Performance & productivity management: Set and monitor individual and team targets for application/renewal completion, documentation-upload rates, and no-show rates; track performance through program dashboards; address underperformance through structured coaching plans.
• Caseload & workflow management: Oversee caseload distribution and scheduling across the team to ensure adequate coverage, minimize renewal-cycle bottlenecks, and meet six-month renewal deadlines under H.R. 1.
• Escalated & complex case resolution: Serve as the team's point of escalation for complex cases — mixed-status and undocumented households, public charge concerns, non-MAGI referrals to the Local Department of Social Services (LDSS), and appeals — providing direct guidance or intervening with patients as needed.
• Training & policy updates: Develop and deliver ongoing training for CAC staff on Medicaid, Essential Plan, and Qualified Health Plan (QHP) policy changes, H.R. 1 Community Engagement and exemption requirements, MAGI vs. non-MAGI eligibility, and NYSOH system updates.
• Reporting & data analysis: Compile and analyze program data — recertification rates, renewal completion, and coverage-continuity outcomes — for leadership, funders, and Social Care Network reporting; prepare regular performance summaries.
• Partner & stakeholder liaison: Serve as a primary point of contact with clinical partner sites, LDSS, and Social Care Network (SCN) partners on enrollment and recertification workflows.
• Cross-program coordination: Coordinate with NYREACH's Health Home, Health Home Plus, HARP, and care coordination teams to ensure seamless integration between clinical care management and coverage-continuity work.
• Direct service backup: Step in to perform direct CAC duties — application/renewal processing, eligibility screening, coverage counseling — during staffing gaps or high-volume periods.
• Small business & SHOP oversight (as assigned): Oversee and support staff providing SHOP enrollment assistance to eligible small employers and education on the federal Small Business Health Care Tax Credit.

Qualifications

Required Degree and Certifications Bachelor's degree preferred; Associate's degree with equivalent supervisory or relevant experience considered.Current NY State of Health (NYSOH) Assistor/Navigator Certification required, or obtained within the first weeks of hire; must pass the NYSOH Assistor Certification exam (80%+) before any client contact and maintain certification thereafter.Certified Application Counselor (CAC) certification required. Additional credentials in healthcare, social services, or care management (CPHQ, CCM, or similar) are a plus.

Prior supervisory training, management coursework, or equivalent experience leading a team preferred.

Preferred Experience 3+ years of direct experience with Medicaid enrollment, recertification, eligibility determination, care coordination, or case management in healthcare, including at least 1–2 years in a supervisory, lead, or mentorship capacity.Demonstrated experience navigating the NY State of Health Marketplace and/or Certified Application Counselor / Navigator work.Experience with HRSN screening, Social Care Network (SCN) programs, or similar systems-navigation work.Strong working knowledge of Medicaid, Medicare, Essential Plan, QHPs, managed care, and health insurance processes.Familiarity with MAGI vs. non-MAGI eligibility, Medicaid spenddown, and APTC reconciliation.Experience managing staff performance, conducting audits/quality-assurance reviews, and using data dashboards to drive team performance.Familiarity with Electronic Health Records (EHR) systems, preferably eCW.Understanding of HIPAA regulations, 45 CFR §155.260, and patient privacy requirements.

Skills & Competencies Bilingual: Fluent in Spanish and English (Preferred).Proven leadership and staff-management skills, including coaching, performance management, and conflict resolution.Excellent communication skills, with the ability to explain complex eligibility and coverage information clearly to both staff and patients.Strong organizational and project-management skills; ability to manage multiple staff, deadlines, and renewal cycles simultaneously.Analytical skills with the ability to interpret program data and dashboards and translate findings into action.Proficiency in motivational interviewing, health coaching, and trauma-informed care approaches, and the ability to train others in these techniques.Cultural sensitivity and a demonstrated ability to lead teams serving diverse, underserved populations.Proficiency in Microsoft Office suite, including Teams, Excel, Outlook, and Word.Sound judgment and problem-solving ability in navigating complex healthcare, eligibility, and staffing situations.Ability to maintain confidentiality and professional boundaries, and to model this standard for staff.Flexibility and adaptability in a fast-paced healthcare environment, including some evening and weekend availability to support staff and patients

Compensation & Benefits Pay: $70,000 – $75,000 annually, commensurate with experienceJob Type: Full-time, ExemptComprehensive benefits packageProfessional development opportunitiesSupportive team environment

Equal Opportunity Employer

NYREACH is an equal opportunity employer committed to diversity and inclusion in the workplace.