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

In Office Position

Salary: $43,437 

Grade: 18

First Review of Resumes: February 18, 2025

Oversee the activities of a team that works on a call center and manages documents in imaging services as well as taking care of walk-in customers. This position is responsible for ensuring positive customer service interactions following all department, agency and state rules, policies, procedures and performance standards.

Major duties and responsibilities include but are not limited to:
• Supervise a team of CSRs, who are responsible for the completion of timely registration and processing mail, fax, lobby responsibilities, and imaging services and assign tasks to ensure an effective workflow.
• Attend meetings, training sessions and/or conferences and conduct meetings to advise employees of changes/decisions on policy and procedures. Conduct and provide training and guidance to ensure accurate implementation of agency policy and division procedures.
• 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.
• Participate in the hiring process and conduct new hire training or refresher training.
• Attend & participate in meetings & training. Promote teamwork & cooperation. Actively participate in & lead AMS activities.

Knowledge:
• AHCCCS Policies and Procedures.
• Customer Service Techniques.
• Performance Management.
• 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.
- Strong organizational and time management skills.
- Google, word processing, spreadsheet, presentation desktop applications or similar, SharePoint.

Abilities:
• Direct subordinates and determine work assignments. Coordinate and assign work.
• Prioritize work.
• Collect, summarize and analyze data.
• Effectively communicate with staff and customers.
• Meet department work standards and expectations.
• Research, analyze, interpret data and present data in easy understand formats.
• Multi-task.

Arizona Drivers License

Minimum: Three years of experience in a multi-functional customer service environment.

Preferred: Bilingual (Spanish) a plus.

• 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.) 

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. Learn more about the Paid Parental Leave pilot program here.
• 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

For a complete list of benefits provided by The State of Arizona, please visit our benefits page [https://benefitoptions.az.gov/jobseekers].

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.