Eligibility Supervisor

3 months ago


Indianapolis, United States Maximus Full time

General information

Job Posting Title Eligibility Supervisor - Indiana Eligibility Date Thursday, June 20, 2024 City Indianapolis 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 Indianapolis, IN.

Essential 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.

- Must be willing and able to work onsite in Indianapolis, IN
- Minimum of 6 months of experience as an Eligibility Specialist supporting the Indiana Eligibility program required


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