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Customer Service Unit Supervisor

  • 513533
  • Full-time


Arizona Health Care Cost Containment System
Accountability, Community, Innovation, Leadership, Passion, Quality, Respect, Courage, Teamwork

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
Centralized Support Unit (CSU)

Division of Member and Provider Services (DMPS)

Job Location:

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

Posting Details:

Open until filled: 1st review of resumes on date 11/22/2022

Start Date of 01/09/2023

Salary: 43,437 

Grade: 18

This position is eligible for part-time/full-time remote work (including virtual office arrangement). Must reside in the State of Arizona.  

Job Summary:

The Division of Member and Provider Services is looking for a highly motivated individual to join our team as a Customer Service Unit Supervisor for the Centralized Support Unit. This position will oversee the activities of a team that works in a call center environment and manages documents in imaging services as well as taking care of walk-in customers.

Major duties and responsibilities include but are not limited to:

  •  Supervise a team of Customer Services Representatives, monitor workloads and assign tasks to ensure an effective workflow.
  •  Complete and monitor required reports to include productivity, quality, and timeliness.
  •  Complete and administer employee evaluations utilizing the tools to document performance; provide feedback to subordinates; by communicating established goals; and initiate disciplinary action as appropriate.
  •  Conduct and provide training and guidance to ensure accurate implementation of agency policy and division procedures.
  •  Participate in the hiring process and conduct new hire training or refresher training.
  •  Attend meetings, training sessions and/or conferences and conduct meetings to advise employees of changes/decisions on policy and procedures.
  •  Actively participate and guide CSR team through the Arizona Management System (Lean) lag and lead measures.
  •  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 Zoom.
Knowledge, Skills & Abilities (KSAs):


  •  AHCCCS policy and procedures regarding the administration of all the unique categories of eligibility and enrollment programs.
  •  Medicaid enrollment rules.
  •  Call center operations and standards.


 Strong skills in oral and written communication along with interpersonal relationships.


  •  Strong organizational and time management skills with the ability to multi-task differing functions in a rapidly changing environment
Selective Preference(s):

• Customer Service Experience.
• AZ Driver's License.
• Experience with the State of Arizona as a Customer Service Representative, or three years of experience in a muti-functional customer service environment.
• Prior supervisory experience.

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.


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)
• 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


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.


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.