AHCCCS

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

IN-OFFICE POSITION

Salary: $51,321 

Grade: 20

Closing Date: Open until filled

This position is responsible for overseeing the individuals who respond to customer, member, provider, assistor and applicant issues referred by multiple AHCCCS sources. This position will oversee the research and resolution related to all AHCCCS health insurance programs, handle escalated situations, develop and provide staffing training, interagency coordination efforts, and interactions with state and federal agencies. This position will provide support to the management team.

Major duties and responsibilities include but are not limited to:
• Manage units of Customer Service Representatives that work in a call center environment dealing with escalated and urgent member, assistor, provider, customer, and applicant issues related to all AHCCCS Health Insurance programs whether eligibility is determined by AHCCCS, APEP or DES.
• Provides in depth research and ensures follow through on member, customer, assistor or provider issues from verbal or written correspondence from customers as well as applicant issues regarding eligibility, medical care, quality of care or general information inquiries from AHCCCS management.
• Provide policy interpretations, practices and procedures while maintaining accuracy and consistency for all AHCCCS health insurance eligibility programs administered by DES, APEP and AHCCCS.
• Act as liaison with staff from other divisions and agencies and represent the agency when reporting findings to agency management. The position also facilitates interagency coordination with federal, state, county and city agencies. Research, design, prepare and update statistical reports. Supports management in meeting with internal and external stakeholders.
• Recruit, train, coach and work with staff on performance issues and employee relations. Facilitate meetings and participate in special projects as necessary..
• Providing continual internal and external customer services. Support the division mission and values and champion the AMS lean initiative.

Knowledge:
• Problem resolution techniques, customer service techniques, supervisory principles and techniques.
• AHCCCS philosophy, goals and objectives.
• Methods of developing performance and productivity standards.
• Rules, regulations, policy, procedures including personnel rules.
• Automated databases.
• Eligibility related systems.
• Fundamental administrative support activities.
• Research analysis and report preparation.
• Quality control reviews.
• Call center operations.
• Basic principles of employee training methods.
• Arizona Management System (AMS).

Skills:
• Supervising unit operations.
• Communicating effectively verbally and in writing with staff members at different skill and experience levels and the public with varied backgrounds.
• High-level customer service delivery.
• Developing and maintaining interpersonal relationships.
• Determining the personnel needs of the unit and responding appropriately.
• Coordination of work flow.
• Conducting research.
• Work and time management.
• Problem identification and resolution.
• Assessing, maintaining, reviewing and analyzing database information.
• Developing and presenting instructional materials.
• Google, Microsoft, word processing and spreadsheet software, HEAplus, Medicaid Programs and Prepaid Medical Management information System (PMMIS) PMMIS Recipient, PMMIS Provider, APEP, DocuWare, and other proprietary applications.

Abilities:
• Coordinate & assign work for the unit.
• Collect, summarize and analyze data to prepare reports.
• Supervise, train, and motivate staff.
• Prioritize, assign and review work.
• Plan for efficient use of resources, personnel and materials.
• Research and resolve issues.
• Provide information to customers and providers.
• Evaluate work processes.
• Establish and maintain effective work relationships.
• Ensure effective and efficient work flow.

Arizona drivers license

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

Preferred: Supervisory experience a plus. Experience working in medical eligibility, enrollment, claims processing or claims customer service. Bilingual (Spanish) a plus

• 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.