Job Description

Customer Service Unit Supervisor

  • 504608
  • Full-time
  • Closing at: Jan 23 2022 at 23:55 MST


The Arizona Health Care Cost Containment System (AHCCCS), Arizona’s Medicaid agency, is driven by its mission to deliver comprehensive, cost-effective health care to Arizonans in need. AHCCCS is a nationally acclaimed model among Medicaid programs, and a recipient of multiple awards for excellence in workplace effectiveness and flexibility. Among government agencies, AHCCCS is recognized for high employee engagement and satisfaction, supportive leadership, and flexible work environments, including remote work opportunities. With career paths for seasoned professionals in a variety of fields, entry-level positions, and internship opportunities, AHCCCS offers meaningful career opportunities in a competitive industry. AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona.

Customer Service Unit Supervisor

Posting Details:

Salary: $35,500

Grade: 18

Job Summary:

The Division of Member and Provider Services (DMPS) is looking for a highly motivated individual to join our team as a Customer Service Unit Supervisor. This position oversees the activities of a team that works in a call center environment and manages documents in imaging services as well as taking care of walk-in customers. Major duties and responsibilities include but are not limited to:

Job Duties:

* Supervise a team of CSRs, monitor workloads and assign tasks to ensure an effective workflow.

* Complete and monitor required reports to include productivity, quality, and timeliness.

* Complete and administer employee evaluations utilizing the tools to document performance; provide feedback to subordinates; by communicating established goals; and initiate disciplinary action as appropriate.

* Conduct and provide training and guidance to ensure accurate implementation of agency policy and division procedures.

* Participate in the hiring process and conduct new hire training or refresher training.

* Attend meetings, training sessions and/or conferences and conduct meetings to advise employees of changes/decisions on policy and procedures.

* Actively participate and guide CSR team through the Arizona Management System (Lean) lag and lead measures.

* Due to COVID-19 precautions the recruiting process has been adjusted to meet the standard health guidelines outlined by the State. Interviews will be conducted virtually and may also be by way of video conference utilizing a platform like Google Meet/Hangouts or Zoom.

Knowledge, Skills & Abilities (KSAs):

* Knowledge of AHCCCS policy and procedures regarding the administration of all the unique categories of eligibility and enrollment programs.

* Knowledge of Medicaid enrollment rules.

* Strong skills in oral and written communication along with interpersonal relationships.

* Experience working in a call center environment.

* Strong organizational and time management skills with the ability to multi-task differing functions in a rapidly changing environment.

Selective Preference(s):

* Experience with the State of Arizona as a Customer Service Representative, or three years of experience in a multi-functional customer service environment.

* Bilingual, Spanish preferred.

* Prior Supervisory experience a plus.

Pre-Employment Requirements:

* Arizona driver license.


At AHCCCS, we promote the importance of work/life balance by offering workplace flexibility and a variety of learning and career development opportunities. Among the many benefits of a career with the State of Arizona, there are 10 paid holidays per year, accrual of sick and annual leave, affordable medical benefits and participation in the Arizona State Retirement Plan.

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Contact Us:

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-417-4497.
Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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