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Eligibility Supervisor
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General information
Job Posting Title Eligibility Supervisor - New Castle, IN Date Thursday, June 27, 2024 City New Castle State IN Country United States Working time Full-time
Description & Requirements
Maximus is currently hiring for an Eligibility Supervisor to support our Indiana Eligibility team in New Castle, IN.Experience supporting the Indiana Eligibility project is required for consideration. This is an onsite only position in New Castle, INEssential Duties and Responsibilities:
- Research escalated calls and decide the disposition of the case either for further escalation or to be reviewed by response team for resolution.
- Review calls monitored by quality control to determine if findings are agreed upon or if a challenge will be made.
- Create reports and analyze statistical data regarding CSR performance.
- Review monitored calls from Quality Control to determine feedback to be delivered to CSRs for development.
- Monitor and review overall CSR performance.
- Update performance files with data pertaining to direct reports overall performance.
- Create performance plans and disciplinary actions as needed.
- Answer questions pertaining to client calls.
- Assist direct reports in the usage of tools including Knowledge Source, MaxE, Perinate, and all software used on a daily basis.
- Field escalated calls directed to SEU from supervisors when they are no longer able to assist.
- Monitor the incoming call queue
- Perform other duties as may be assigned by management.
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.
