Medicaid Program Supervisor

The mission of the Louisiana Department of Health is to protect and promote health and to ensure access to medical, preventive, and rehabilitative services for all residents of the State of Louisiana. Learn more about Louisiana Department of Health Make an impact where it matters most! As a Call Center Supervisor, you’ll lead and develop a high-performing team while ensuring members receive timely, accurate, and exceptional service. From coaching staff and monitoring performance to resolving escalated concerns and driving process improvements, you’ll play a vital role in keeping operations running smoothly and helping members understand their benefits and access the care they need. If you’re a motivated leader who thrives in a fast-paced environment and is passionate about service excellence, we encourage you to apply! An ideal candidate should possess the following competencies:

Demonstrating Accountability: The ability to take ownership of actions, behaviors, performance, decisions, and outcomes.

Following Policies and Procedures: The ability to follow, reinforce, adapt, or develop policies and procedures to maintain compliance with federal and state legal requirements, State Civil Service rules, and organizational policies.

Leading Effective Teams: The ability to build, guide, and motivate teams to achieve goals through collaboration, accountability, and shared purpose.

Managing Performance: The ability to plan, monitor, and document employee performance throughout the year.Six years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR

Six years of full-time work experience in any field plus three years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR

A bachelor’s degree plus three years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR

An advanced degree or a Juris Doctorate plus two years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services.

EXPERIENCE SUBSTITUTION: Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field. The official job specifications for this role, as defined by the State Civil Service, can be found here.Job Duties:

• Supervises call center staff, manages schedules, and ensures adequate staffing to support daily operations and service levels.
• Monitors call quality, productivity, performance metrics, and service level agreements to ensure established goals are consistently met.
• Handles escalated customer concerns and provides timely resolution to complex issues while maintaining a high standard of customer service.
• Conducts calibrations, performance reviews, and coaching sessions to support employee development and improve team performance.
• Provides ongoing guidance and feedback to ensure staff understand and adhere to department policies, procedures, and service standards.
• Maintains team morale and promotes a positive work environment that encourages engagement, accountability, and effective performance.
• Identifies opportunities for process improvement and ensures call center staff provide accurate information regarding eligibility, covered services, and providers to help members access needed care.

Position-Specific Details: Location: Medical Vendor Administration / Eligibility Field Operations-Region 8 / Ouachita ParishAppointment Type: This position may be filled as a Probationary appointment, Promotional appointment, Job appointment, Detail to Special Duty, or WAE appointment Cost Center: 3052050411 Position Number(s): 50698296 Compensation: This position is eligible for Premium Pay of up to $2.00/hr for hours worked based on longevity. Bilingual applicants may be eligible for premium pay up to $2.50 hourly for hours worked only.

How To Apply: No Civil Service test score is required in order to be considered for this vacancy. To apply for this vacancy, click on the “Apply” link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page.

• Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete. For information on how to check your application status and understand status updates, please click HERE.

Contact Information: Shambrielle Pooler [email protected] LA Department of Health (LDH) Division of Human Resources PO Box 4818 Baton Rouge, LA 70821 225-342-6477 This organization participates in E-verify, and for more information on E-verify, please contact DHS at 1-888-464-4218. LDH supports Louisiana’s commitment to being a State as a Model Employer (SAME) by promoting the recruitment, hiring, and retention of individuals with disabilities. Information on the Louisiana Works, Louisiana Rehabilitation Services is available here. LDH is an equal opportunity employer and seeks to recruit a highly productive and diverse workforce and will provide equal employment opportunities to all employees and prospective employees. Employment decisions shall be based strictly on merit and without regard to religious or political beliefs, sex, race, or any other non-merit factor.