Job Description

Customer Service Section Supervisor

  • 525333
  • Full-time


Arizona Health Care Cost Containment System
Accountability, Community, Innovation, Leadership, Passion, Quality, Respect, Courage, Teamwork

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.

AHCCCS employees are passionate about their work, committed to high performance, and dedicated to serving the citizens of Arizona. 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.

Come join our dynamic and dedicated team.

Customer Service Section Supervisor

Division of Member and Provider Services

Job Location:


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

Posting Details:

Salary: $51,321 

Grade: 20

Closing Date: Open Until Filled

Job Summary:

This position is responsible for overseeing the individuals who respond to customer, member, provider, 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:
* Supervise a unit of Customer Service Representatives that work in a call center environment dealing with escalated and urgent member, provider, customer, and applicant issues related to all AHCCCS Health Insurance programs whether eligibility is determined by AHCCCS, or DES.
* Provides in depth research and ensures follow through on member, customer, Justice Enrollment, 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 and divisions.
* Provide policy interpretations, practices and procedures while maintaining accuracy and consistency for all AHCCCS health insurance eligibility programs administered by DES, 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 and administrator 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 lean initiative.
* Provides in-house support to ensure all operational needs such as mail, letters, and member drop-in support is provided.

Knowledge, Skills & Abilities (KSAs):

* 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.
* Learn concepts.

* 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, DocuWare, and other proprietary applications.

* 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, providers.
* Evaluate work processes.
* Establish and maintain effective work relationships.
* Ensure effective and efficient work flow.


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.

Pre-Employment Requirements:

* 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.

Contact Us:

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing
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.

Application Instructions

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