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

Salary: $43,437 

Grade: 18

Closing Date: June 20, 2025

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.

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:
• 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 ServiceNow 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:
- 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 analyze data.
- Communicate effectively, both orally and in writing with staff and customers.
- Meet department work standards and expectations.
- Problem solve.
- To work alone, self-direct him/herself, and work in small groups of diverse individuals.
- Research, analyze, interpret data and present data in easy to understand formats.
- Multi-task.

Arizona Driver's 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.

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

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.