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Customer Service Unit Supervisor

  • 508423
  • PHOENIX
  • REMOTE OPTIONS
  • AHCCCS
  • Full-time

AHCCCS

The Arizona Health Care Cost Containment System (AHCCCS), Arizona’s Medicaid agency, is driven by its mission to deliver comprehensive, cost-effective health care to Arizonans in need. AHCCCS is a nationally acclaimed model among Medicaid programs and a recipient of multiple awards for excellence in workplace effectiveness and flexibility.

AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona. Among government agencies, AHCCCS is recognized for high employee engagement and satisfaction, supportive leadership, and flexible work environments, including remote work opportunities. With career paths for seasoned professionals in a variety of fields, entry-level positions, and internship opportunities, AHCCCS offers meaningful career opportunities in a competitive industry.

Come join our dynamic and dedicated team.

Customer Service Unit Supervisor

Job Location:

Address:  801 E. Jefferson Street, Phoenix, AZ 85034

This position may offer the ability to work remotely within Arizona based upon the department's needs and continual meeting of expected performance measures.

Posting Details:

Salary: $35,500 

Grade: 18

Open until filled: 1st review of resumes on date (6/01/22)

Job Summary:

OPEN TO AHCCCS EMPLOYEES ONLY 

The Division of Member & Provider Services (DMPS) is looking for a highly motivated individual to join our team as a Customer Service Unit Supervisor. This position supervises the daily activities of a high performing team of 15-20 Customer Service Representatives (CSR1 - Agents & CSR2 - Analysts), Program Service Evaluators (PSE), and/or temporary staff. The CSUS will manage inbound calls and Quality Assurance (QA) workload, while adhering to the DMPS values and the handling of personnel issues as they arise. Major duties and responsibilities include but are not limited to:

• Supervise a team of CSR's, PSE’s and/or Temps who handle a high volume of incoming agency calls in addition to enrollment and verification escalated requests from members, providers or the general public. Complete required evaluations and monthly conferences in a timely manner. Monitor all performance measures. Create action plans to address work performance issues.

• Participate in the hiring process for either CSR's or Temps. Develop and conduct training with staff as needed. This includes, but is not limited to, new hires (CSR's and/or Temps), refresher training, training regarding added responsibilities. Live monitoring of calls and QA of recorded calls including providing timely feedback and coaching.

• In a rapid paced environment, complete detailed research, design, prepare and update statistical reports on a variety of subjects as requested. Monitor dashboards and review daily, weekly and monthly call center data.

• Answer questions regarding AHCCCS eligibility policy, interprets, communicates and applies these policies to a variety of scenarios, including presentations, reports and system testing. Attend and participate in meetings and trainings. Promote recognition initiatives, teamwork, cooperation and continuous improvement.

• Take initiative to problem solve and anticipate section needs. Works collaboratively with leaders. Flexible and adapts quickly to change.

• Actively participate in & lead AMS activities.

• Due to COVID-19 precautions the recruiting process has been adjusted to meet the standard health guidelines outlined by the State. Interviews will be conducted virtually and may also be by way of video conference utilizing a platform like Google Meet/Hangouts or WebEx/Zoom.

Knowledge, Skills & Abilities (KSAs):

Knowledge:
• Microsoft products and Google products including Word/Docs, Gmail, PowerPoint/Slides and Excel/Sheets
• AHCCCS Eligibility Policy
• Call center operations

Abilities:
• Problem solve
• Research, analyze, interpret and present data in easy to understand formats

Qualifications:

Minimum:
• Arizona Drivers License.
• 2 years in a customer service position; OR one year as a lead and one year of customer service experience; OR 2 years of supervisory experience.
• As part of the selection process, candidates will receive an email request to complete a writing exercise within a required timeframe.

Preferred:
• Bilingual is preferred, but not required.

Pre-Employment Requirements:

• 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 agency’s ability to reasonably accommodate any restrictions.

• Travel is 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.

Benefits:

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 (12 and 13 days per year respectively) - start earning it your 1st day (prorated for part-time employees)
• 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
• Opportunity to work 100% virtually or remotely on an ad-hoc basis (home office)

By providing the option of a full-time or part-time virtual/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.

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

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.

Contact Us:

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. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.

ARIZONA MANAGEMENT SYSTEM (AMS)

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

The State of Arizona is an Equal Employment Opportunity Employer.