Supervisor - Outreach, Member Support Services (Remote, But Must Be Within The Indianapolis, IN Area)

Description & Requirements

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

This position will be fully remote, but due to client meetings and travel requirements (up to 20% travel by vehicle), the selected candidate must reside within a commutable distance of Indianapolis, IN.

Essential Duties and Responsibilities:

• Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed

• Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources

• Develop work schedules and assign duties to direct report personnel to ensure efficiency

• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources

• Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems

• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest & meal breaks

• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports

• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis

• Participate in meetings and recommend changes to policies and procedures

• Assume leadership responsibility for departmental tasks and call center activities as required

• Support and enforce call center expectations

• Oversee the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

• Assist direct reports with escalated issues or cases as needed- Perform other duties as assigned by leadership

• Maintain a high level of confidentiality while performing all work tasks

• Perform other duties as assigned by leadership.

• Supervise and oversee the activities of the Member Support Specialist (MSS) staff to include monitoring, tracking, and evaluating staff performances to meet all contractual SLAs.

• Perform operational tasks to assure project service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types

• Conduct 1:1 meetings on a regular basis and determine staff needs for coaching, training, and disciplinary action, as necessary.

• Monitor and manage the Quality Management and Improvement Program process to ensure program goals are met.

• Oversee appropriate documentation and resolution of member issues or complaints. Provide assistance to MSS staff with escalated issues.

• Collaborate with project staff, client personnel, the Enrollment Broker, Managed Care Entities (MCEs), and other entities as needed to address and resolve issues effectively.

• Engage in educational outreach activities and distribute program materials, in collaboration with other entities, based on the needs of members and potential members.

• Maintain a professional demeanor representing and advocating for the program.

• Cultivate positive relationships with client personnel, MCEs, community groups, other referral entities, and members..

• Ensure compliance with company Wage & Hour policies, including the provision of rest and meal breaks for non-exempt employees.

• Adhere strictly to all company and client policies, procedures, and mandated training for self and MSS staff.

• Maintain expert knowledge of program and services. Work in partnership with IT and all departments to optimize workflow and processes.

Minimum Requirements

Minimum Requirements:

• Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.

• Minimum of two (2) years of experience in a call center environment preferred.

• Bachelor's degree in related field. 3-5 years of relevant professional experience. Equivalent combination of education and experience considered in lieu of degree.

• Prefer previous experience working with persons with disabilities, senior/aging populations, and long-term supports and services needs.

• Knowledge of State Medicaid, Medicare, dual-eligibility, and managed care entities preferred.

• 20% travel, personal transportation required.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.