Operations Support Supervisor

Operations Support Supervisor

Req number:

R8103

Employment type:

Full time

Worksite flexibility:

Onsite

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right - whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As the Operations Support Supervisor, you will lead a Medicaid team, ensuring efficient and effective operations across various roles, including product support and overall operational oversight.

Job Description

We are looking for an Operations Support Supervisor that will lead a Medicaid team, ensuring efficient and effective operations across various roles, including product support and overall operational oversight. This role requires a dynamic and detail-oriented individual who can manage a wide range of responsibilities, including overseeing the Medicaid resource mailbox, analyzing team metrics, coaching team members, and ensuring compliance with Federal and State regulations. This position is a full-time, salaried opportunity that is fully onsite in Newark, DE.

Only candidates not requiring sponsorship now or in the future will be considered.

What You'll Do

Supervise and manage operational staff responsible for determining eligibility and processing assistance programs

Provide and communicate overall vision and direction for the program

Coach and instruct team members on department policies and ensure compliance

Provide constructive and encouraging one-on-one sessions with team members to foster professional growth

Draft and deliver performance appraisals for team members as scheduled

Identify training opportunities for team members and develop plans to address skill gaps

Stay on top of coaching and corrective actions when necessary to ensure team accountability and performance

Handle all day-to-day Medicaid operations, ensuring smooth workflows and adherence to timelines

Manage and monitor the Medicaid resource mailbox to ensure all requests received are completed in a timely manner

Set up and maintain the team’s metrics spreadsheet for new months, ensuring data accuracy and consistency

Set up Medicaid case logs monthly and oversee their accuracy and completeness

Monitor team metrics dashboards, analyze data for trends, and submit detailed monthly reports to the project manager

Analyze metrics data to identify areas of improvement and communicate findings with the team

Develop and implement corrective action plans to address performance issues as necessary

Ensure all fair hearings are attended by you and team members and reschedule them as necessary to comply with deadlines

Delegate work to ensure all responsibilities are accounted for and properly managed

Assist Case Review Analysts by ensuring case workers have made appropriate updates by the due date

Investigate and document constituent complaints, provide supporting documentation, and testify before administrative bodies or court officials if necessary

Provide ongoing coaching and guidance to team members to ensure their understanding of policies and procedures

Foster a collaborative and supportive team environment, encouraging open communication and opportunities for growth

Handle all correspondence with team members and follow the chain of command for escalations as necessary

Create training materials, update existing procedures, and conduct training sessions for new and current team members

Develop and maintain relationships with clients to ensure continued satisfaction with projects

Work closely with clients to securely collect renewals and verifications, ensuring compliance with all privacy and security protocols

What You'll Need

Required:

Associate Degree or Bachelor’s Degree in a related field

Minimum of one year of management experience

Minimum of one year case management or processing programs of assistance for State government experience

Minimum of one year determining compliance with State and Federal laws, rules, regulations, policies and procedures, or related experience

One year of data entry experience and customer service experience

Experience with document imaging systems and related software

Strong proficiency with Microsoft Office Suite

Excellent organizational skills with strong attention to detail

Strong written and verbal communication skills

Ability to problem solve and work independently

Solid interpersonal skills and ability to work as part of a team

Ability to manage multiple priorities and drive work to completion

Ability to evaluate and interpret complex policy and program information

Familiarity with document imaging systems and related software

Skill in communication, interpersonal relationships, motivation, organization, and management

Transportation to/from office, dependable and on-time

Available to work a minimum of one Saturday a month, if necessary

Responsible and independent individual that wants to make a difference in the community

Must be able to jump into any role as needed, providing support and ensuring smooth operations across all areas

Flexibility to adapt to changing priorities and responsibilities

Preferred:

Experience in case management or customer service

Knowledge of Medicaid or Public Programs of Assistance eligibility

Strong written and bilingual communication skills

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

Sedentary work involving sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

#LI-JM1

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

$70,000-$75,000 per year

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.