Title: Benefits and Eligibility Supervisor

• 525214

• PHOENIX
• REMOTE OPTIONS

• AHCCCS

• Full-time

This position supervises a Provider Enrollment (PE) unit consisting of Customer Service Representatives 4s that make PE determinations. Besides supervision, this person will resolve escalated customer situations and bring issues to the appropriate level for solutions. Coordination of inter-agency and intra-agency endeavors is also needed as well as interacting with other State or federal agencies, and the AHCCCS provider community.

Major duties and responsibilities include but are not limited to:
* Direct day to day operations with Provider Enrollment Customer Service Representative 4s that work in a complex Provider Enrollment environment working with enrolling and maintaining 90,000 Providers and the AHCCCS Provider Enrollment Portal (APEP). Monitor workloads, call volumes, coverage & reassign tasks as needed.
* Research and resolve issues on escalated and urgent provider inquiries. Provide high level technical assistance for all issues related to the Provider Enrollment. Provide internal division and agency customer service resulting from general information inquiries from the Director's office and AHCCCS management.
* Create and maintain Provider Enrollment reports with analysis and recommendations regarding all developments, issues, opportunities for improvement while keeping in mind current and projected status information.
* Supervise staff: complete 1:1 conferences (no less than monthly) & required evaluations. Monitor employee performance & ensure that staff are meeting all productivity, quality, & timeliness measures. Recruit, train, develop and manage employee relations with staff. Develop desk level procedures and participate in special projects as necessary PE production staff.
* Facilitate meetings and support the division mission and values and champion the continuous improvement/lean initiative by providing guidance, insight & support to the lag & lead goals at the operational level.

Knowledge:
* Problem resolution techniques.
* Customer service techniques.
* Supervisory principles and techniques and State Personnel Rules.
* Methods of developing performance and productivity standards.
* AHCCCS Policy and Procedures and rules and regulations related to providers.
* Provider Enrollment related systems.
* Electronic Document Management (Docuware)
* Research analysis and report preparation.
* Quality control reviews.
* Basic principles of employee training methods.
* Continuous improvement/lean concepts.

Skills:
* Supervising unit operations.
* Effective verbal and written communication with the ability to compose reports, correspondence and policy.
* Interpersonal relations as applied to contact with public and private organization representatives.
* High-level customer service delivery.
* Developing and maintaining interpersonal relationships
* Determining the personnel needs of the unit and responding appropriately.
* Coordination of work flow.
* Conducting research, troubleshooting, problem solving and root-cause analysis.
* Work and time management.
* Developing and presenting instructional materials.
* Google, word processing and spreadsheet software, Medicaid Programs and Prepaid Medical Management information System (PMMIS) PMMIS Recipient, Health Plan and Reference subsystems, AHCCCS Provider Enrollment Portal (APEP).

Abilities:
* Motivate people and work within a team environment.
* Think analytically and collect, summarize and analyze data to prepare reports.
* Deal with multiple tasks at one time.
* See/listen to multiple sides of an issue.
* Assign, prioritize and review work for the unit.
* Research and resolve issues.
* Provide information to customers, providers.

Arizona Drivers license

Minimum: Two years experience performing eligibility work related to Medicaid eligibility and six months of supervisory experience or performing in a lead capacity.

Preferred: Two years of eligibility work or provider enrollment experience, OR supervision in a high production environment.

* Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees.
* Successfully pass fingerprint background check, prior employment verifications and reference checks; employment is contingent upon completion of the above-mentioned process and the agencys ability to reasonably accommodate any restrictions.
* Travel may be required for State business. Employees who drive on state business must complete any required driver training (see Arizona Administrative Code R2-10-207.12.) AND have an acceptable driving record for the last 39 months including no DUI, suspension or revocations and less than 8 points on your license. If an Out of State Driver License was held within the last 39 months, a copy of your MVR (Motor Vehicle Record) is required prior to driving for State Business. Employees may be required to use their own transportation as well as maintaining valid motor vehicle insurance and current Arizona vehicle registration; however, mileage will be reimbursed.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Drivers License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Among the many benefits of a career with the State of Arizona, there are:
* 10 paid holidays per year
* Paid Vacation and Sick time off (13 and 12 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
* Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
* Other Leaves - Bereavement, civic duty, and military.
* A top-ranked retirement program with lifetime pension benefits
* A robust and affordable insurance plan, including medical, dental, life, and disability insurance
* Participation eligibility in the Public Service Loan Forgiveness Program (must meet qualifications)
* RideShare and Public Transit Subsidy
* A variety of learning and career development opportunities

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Lifetime Pension Benefit Program
* Administered through the Arizona State Retirement System (ASRS)
* Defined benefit plan that provides for life-long income upon retirement.
* Required participation for Long-Term Disability (LTD) and ASRS Retirement plan.
* Pre-taxed payroll contributions begin after a 27-week waiting period (prior contributions may waive the waiting period).

Deferred Retirement Compensation Program
* Voluntary participation.
* Program administered through Nationwide.
* Tax-deferred retirement investments through payroll deductions.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing careers@azahcccs.gov.
Requests should be made as early as possible to allow time to arrange the accommodation. The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.