AHCCCS

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

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

Salary: $51,410 

Grade: 21

Closing Date: Open until filled 

OPEN TO AHCCCS EMPLOYEES ONLY

This position directly supervises staff responsible for completing or supporting eligibility determinations for the Arizona Long Term Care System (ALTCS), Supplemental Security Income-Medical Assistance (SSI-MAO), Medicare Savings (MSP) and specialty categories programs in an office, virtual, and/or call center environments.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Major duties and responsibilities include but are not limited to:
• Interpret and apply policies, procedures, rules and regulations and provide staff with guidance and direction. Look for performance trends and implement necessary corrective action plans for staff. Review customer cases and handle escalated cases. Provide internal and external customer service. Monitor workloads, call volumes, coverage and reassign tasks as needed. Provide staff with continuous learning opportunities.
• Supervise staff: complete 1 on 1 conferences (no less than monthly) and required evaluations. Monitor employee performance and ensure that identified issues are addressed timely. As issues are identified they are managed up. Ensure that staff are meeting all productivity, quality, and timeliness measures. May include customer service quality reviews. Approve training and leave requests.
• Attend meetings, training and conferences. Conduct and facilitate continuous learning and information sharing discussions. This could be in an individual or group setting. These meetings may be held in person, telephonically or via video conferencing.
• Foster teamwork and collaborative efforts through employee engagement strategies. Employ the use of mentoring with direct reports and for self-improvement.
• Continually support agency and division missions and values. Champion and facilitate AMS in unit and provide guidance, insight and support to the lag and lead goals at the operational level.

Knowledge:
• Federal, State, and agency statutes, rules, and regulations applicable to area of assignment.
• Medicaid and financial eligibility.
• Supervisory practices.
• Arizona State Personnel Rules.
• Call center operations and reporting.
• Research and analysis.
• Automated databases.
• Quality control reviews.
• Investigative interviewing methods.
• Community service practices and resources.
• Basic principles of employee training methods and principles of learning.
• Customer service and support.
• Arizona Management System (AMS).

Skills:
• Researching and interpreting Federal and State laws, statues, rules, regulations, and guidelines applicable to the area of assignment.
• Conducting research to perform quality control review of electronic case files.
• Work and time management.
• Problem identification and resolution.
• Verbal and written communication.
• Assessing, maintaining, reviewing and analyzing database information.
• Implementing policies and procedures.
• Developing and maintaining interpersonal relationships.
• Customer service delivery.
• Phone etiquette.
• Root cause analysis.
• Computer applications in word processing, spreadsheets, presentations, and email applications; Microsoft, Google. Proprietary state applications in eligibility and healthcare programs to include HEAplus, PMMIS, DocuWare, AZTEC and RightFax.

Abilities:
• Supervise, train, and motivate staff.
• Prioritize, assign and review work.
• Plan for efficient use of resources, personnel and materials.
• Research and resolve issues.
• Communicate information to employees, customers, providers, community organizations and agencies.
• Evaluate work processes.
• Effectively manage caseloads.
• Establish and maintain effective work relationships.
• Ensure effective and efficient workflow.

Arizona Driver 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 agency’s 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: Driver’s 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.