AHCCCS

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

Division of Member and Provider Services (DMPS)

Job Location:

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

IN-OFFICE POSITION

Posting Details:

Salary: $43,437 

Grade: 18

Closing Date: Open until filled

Job Summary:

This position supervises the daily activities of a high performing team of individuals who manage incoming agency calls and adhere to DMPS values, commit to AMS initiatives and handle personnel issues.

Job Duties:

Major duties and responsibilities include but are not limited to:
• Supervise a team who handle the incoming agency calls from customers, members, assistors, and providers.
• Complete required evaluations & monthly conferences. Review metrics reports from Cognos. Monitor all performance measures (timeliness, quality, attendance & productivity). Live monitoring and quality assurance of calls. Address work performance issues & resolve through creating & administering employee actions & action plans.
• Participate in the hiring process. Train and develop agents as needed which includes new hires and refreshers.
• Research, design, prepare & update AHCCCS statistical reports, special projects, surveys and/or prepare other documents as requested. Review & analyze various management reports, including InvGate ticketing system. Take initiative to problem solve & anticipate section needs.
• Answer questions regarding AHCCCS eligibility policy, interprets, communicates & applies these policies to a variety of scenarios, including presentations, reports & system testing. Work with escalated customer situation calls.
• Attend & participate in meetings & training. Promote teamwork & cooperation. Actively participate in & lead AMS activities.
• This position will provide support to management in the absence of fellow OCARE leadership.

Knowledge, Skills & Abilities (KSAs):

Knowledge:
• AHCCCS Policies and Procedures.
• Arizona Department of Administration Personnel Rules, policies, and procedures.
• Customer Service Techniques.
• Supervisory principles and techniques.
• Performance Management.
• Problem solving and time management techniques. Principles and practices of office and time management.
• Medicaid eligibility, enrollment and systems, processes, policies and hierarchy.
• Research and verification techniques.
• Call center operations and standards.
• Document processing to include faxes, imaging and mail.
• Arizona Management System (AMS).

Skills:
• Supervising and leading individuals and teams.
• Oral, written and interpersonal communications.
• Team building.
• Creating and maintaining an engaged workforce.
• Problem solving.
• Record keeping and the ability to collect, summarize and analyze data to prepare reports.
• Strong organizational and time management skills.
• Workflow management.
• Verbal communication one-on-one and small groups.
• Writing in correspondence and reports.
• Strong organizational and time management skills.
• Supervisory skills.
• Google, word processing, spreadsheet, presentation desktop applications or similar, SharePoint.

Abilities:
• Direct subordinates and determine work assignments. Coordinate and assign work.
• Collect, summarize and a