Eligibility Supervisor (Call Center)

Overview

The Eligibility Department often serves as the initial point of contact with Central Health. The Eligibility Department has team members inside the Central Health Navigation Center, onsite at clinics, and working with special populations out in the field. Each team is responsible for assisting individuals with applying for andenrolling in healthcare coverage.

Under general direction, the Eligibility Supervisor is responsible for day-to-day operations of the eligibility services program including direct supervision of staff, resolution of customer and employee issues and complaints and serving as liaison with external organizations.

 

***This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs. ***

Responsibilities

Essential Duties (at least 5 that are non-negotiable duties and are absolutely pertinent to successfully completing the job without accommodations):

• Hires and supervises staff in accordance with personnel policies and procedures including orientation and training, providing career development advice, establishing employee goals, conducting performance reviews, coaching, counseling and disciplining staff, and recommending terminations if needed.
• Responsible for day-to-day operations of eligibility services program and compliance with performance standards.
• Provides policy clarification, guidance and consultation.
• Conducts conflict resolution and resolves complex problems.
• Confers and acts as liaison with representatives of other public and private organizations to provide support and services.
• Performs other duties as assigned.

 

Knowledge/Skills/Abilities:

• Administrative and clerical procedures and systems such as word processing and data base systems, filing and records management systems, transcription, and other office procedures and terminology.
• Teaching others how to do something and assessing how well one is doing when learning or doing something.
• Persuading others to approach things differently.
• Identifying the nature of problems, implementing solutions, observing and evaluating the outcomes of a problem solution to identify lessons learned or redirect efforts.
• Thinking critically using logic and analysis to identify the strengths and weaknesses of different approaches.
• Bringing others together and trying to reconcile differences including being aware of others' reactions and understanding why they react the way they do.
• Providing guidance and direction to subordinates, including setting performance standards and monitoring subordinates.
• Motivating, developing, and directing people as they work, identifying the best people for the job.
• Conducting or carrying out work procedures and activities through subordinates.
• Actively looking for ways to help people and establishing and maintaining effective working relationships.
• Interviewing and questioning to solicit required information.
• Coordinating activities by adjusting actions in relation to others' actions.
• Fluently communicating verbally in English/Spanish.
• Performing complex operations in Microsoft Office Suite.
• Using mathematics to solve problems.
• Communicating information and ideas in speaking and writing so others will understand.
• Listening to what other people are saying and asking questions as appropriate.
• Scheduling people to meet the responsibilities of the work unit.
• Use deductive reasoning to apply general rules to specific problems to come up with logical answers and decide if an answer makes sense.
• Apply inductive reasoning to combine separate pieces of information, or specific answers to problems, to form general rules or conclusions to come up with a logical explanation for why a series of seemingly unrelated events occur together.
• Select and hire appropriate staff for the organization.
• Develop approaches for implementing an idea.
• Pay attention to details.
• Make fast, simple, repeated movements of the fingers, hands, and wrists.
• See details of objects at a close range (within a few feet of the observer). 

Qualifications

EDUCATION:

• High School Diploma required.
• Bachelor's degree preferred.

 

MINIMUM EXPERIENCE:

• 3 years of experience working in health care, government, non-profit, or a customer service industry required.
• Supervisory or Team lead experience preferred.
• Experience and knowledge of government health insurance eligibility criteria and the application process preferred.
• Ability to speak and read Spanish preferred.

 

Employment Type: FULL_TIME