Job Details

Description & Requirements

Maximus is currently hiring for an Outreach Call Center Supervisor to support our Indiana Enrollment Broker team. This is a remote opportunity open to Indiana residents. The Outreach Call Center Supervisor is responsible for supervising a remote team of 5-10call center representatives supporting Medicaid enrollment. The Call Center Supervisor will also ensure staffing levels are maintained, drive their team to meet quality standards, and conduct progressive disciplinary action as necessary.

Why Join Maximus?
- Competitive Compensation - Quarterly bonuses based on performance included!
- Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
- Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
- Paid Time Off Package - Enjoy PTO, Holidays, and sick leave,
- Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
- Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
- Diversity, Equity, and Inclusion Initiatives - Join a workplace committed to fostering diversity and inclusion.
- Tuition Reimbursement - Invest in your ongoing education and development.
- Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
- Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
- Professional Development Opportunities- Participate in training programs, workshops, and conferences.

Essential Duties and Responsibilities:

- Collaborate with project staff, client office personnel, and community agencies to address and resolve project-related issues effectively.

- Deliver public speaking sessions and educational programs to community agencies and local office staff. - Engage actively in community health fairs and conduct group presentations aligned with the project's promotion.

- Report concerns, problems, and issues to the Leadership promptly.

- Supervise and oversee the activities of Outreach Client Service Representatives.

- Maintain a professional demeanor representing the organization and advocating for the program.

- Distribute program materials to diverse community groups.

- Exceed established performance objectives while ensuring compliance with company Wage & Hour policies, including the provision of rest and meal breaks for non-exempt employees.

- Adhere strictly to all company policies, procedures, and mandated training.

- Supervise and oversee the activities of the Member Support Specialist (MSS) staff to include monitoring, tracking, and evaluating staff performances to meet all contractual SLAs.

- Perform operational tasks to assure project service level requirements and goals are met, including aalyzing direct reports' quality performance and trending call types

- Conduct 1:1 meetings on a regular basis and determine staff needs for coaching, training, and disciplinary action, as necessary.

- Monitor and manage the Quality Management and Improvement Program process to ensure program goals are met.

- Oversee appropriate documentation and resolution of member issues or complaints. Provide assistance to MSS staff with escalated issues.

- Collaborate with project staff, client personnel, the Enrollment Broker, Managed Care Entities (MCEs), and other entities as needed to address and resolve issues effectively.

- Engage in educational outreach activities and distribute program materials, in collaboration with other entities, based on the needs of members and potential members.

- Maintain a professional demeanor representing and advocating for the program.

- Cultivate positive relationships with client personnel, MCEs, community groups, other referral entities, and members.

- Ensure compliance with company Wage & Hour policies, including the provision of rest and meal breaks for non-exempt employees.

- Adhere strictly to all company and client policies, procedures, and mandated training for self and MSS staff.

- Maintain expert knowledge of program and services. Work in partnership with IT and all departments to optimize workflow and processes.

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.

- Previous experience working with persons with disabilities, senior/aging populations, and long-term supports and services needs preferred.

- Knowledge of State Medicaid, Medicare, dual-eligibility, and managed care entities preferred.

- Travel up to 20% of the time with a personal vehicle required.

- Previous leadership experience preferred.

- Previous experience working in a remote setting preferred.

- Must be willing and able to work 8:00am-5:00pm Eastern Standard Time (EST), Monday-Friday.

- Must be a resident of Indiana.

Home Office Requirements:
- Internet speed of 20mbps or higher required (you can test this by going to w ww.speedtest.n et).
- Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
- Must currently and permanently reside in the Continental US.

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Accommodations
Maximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at ...@maximus.com .

Minimum Salary

$

58,000.00

Maximum Salary

$

60,000.00