HELPLINE/MEDICAID DIRECTOR

Job Description

Job Description

Job Overview

About Us

The Area Agency on Aging of Broward County (AAABC) is a nonprofit organization serving Broward County's senior residents, age 60 or older. The AAABC plans, develops, coordinates, and evaluates programs; funds services; and is the prime Advocate for residents of Broward County, Florida, 60 years of age or older. We are your one-stop source of information regarding services in Broward County, Florida, for older adults, persons with disabilities, ages 18 and over, their families, and caregivers.

The Helpline/Medicaid Director provides leadership and operational oversight for the Agency’s Helpline and Medicaid departments, including Information & Referral, Screening, and Medicaid Benefits Counseling. This position is responsible for ensuring seamless coordination among these critical service areas, fostering effective communication, and delivering exceptional customer service. The primary purpose of this role is providing services to older adults, individuals with disabilities, caregivers, and community partners and ensure compliance with state and federal requirements.

The Director is also responsible for ensuring all billing and quality assurance reports are done accurately and submitted on time to the Department of Elder Affairs and other appropriate departments. This position is responsible for implementing DOEA policies, procedures and workflows; ensuring compliance with DOEA and federal regulations; monitoring program performance and quality assurance; supervising managers, supervisors, and direct staff; and conducting meetings, training, and performance evaluations.

Key Responsibilities

• Provide strategic leadership and daily operational oversight of the Helpline and Medicaid departments.
• Ensure effective coordination between Information and Referral, Screening, and Medicaid Benefits Counseling services.
• Develop, implement, and monitor departmental policies, procedures, workflows, and performance standards.
• Ensure compliance with all DOEA, Medicaid, and applicable federal and state regulations.
• Oversee quality assurance activities, program monitoring, and continuous process improvement initiatives.
• Prepare, review, and submit accurate billing, statistical, and quality assurance reports within established deadlines.
• Supervise, mentor and evaluate managers, supervisors and department staff.
• Conduct staff meetings, training programs, coaching sessions and annual performance evaluations.
• Foster a collaborative, customer-focused culture centered on excellence in service delivery

Qualifications

• Bachelor’s degree in Management, Social Work, Human Services, Public Administration, or a closely related field, and five (5) years of progressively responsible experience.
• Previous management experience with a demonstrated success leading teams and managing multiple programs.
• Thorough knowledge of the aging network, community resources, eligibility requirements, and service delivery systems.
• Strong understanding of Medicaid programs, benefits counseling, and public assistance programs is a plus.
• Excellent verbal and written communication skills in English.
• Exceptional leadership, organizational, analytical, and problem-solving skills with an ability to manage multiple tasks and meet deadlines.
• Proficiency with Microsoft Office and Google Suite, and other technology platforms
• Ability to prioritize competing responsibilities, meet deadlines, and manage multiple projects simultaneously.

Join us in making a meaningful difference by leading innovative programs that empower individuals to thrive!

(information on background screenings)