Hybrid Program Specialist - Policy & Customer Support

State of Tennessee; Nashville (TN); Hybrid; USD 42,000 - 50,000; Full time

Job summary

State of Tennessee's TennCare division in Nashville is seeking a professional administrator to oversee complex waiver processes and vendor relations. The role involves handling inquiries, processing enrollments, auditing performance, and coordinating with multiple internal and external partners to ensure service levels are met.

The ideal candidate has at least a bachelor's degree and several years of experience in professional administrative work, with substitution options available for

Qualifications

• Graduation from an accredited college or university with a bachelor's degree AND experience equivalent to three years of increasingly responsible full-time professional staff administrative experience.
• Substitution of Experience for Education: qualifying full-time increasingly responsible sub professional, paraprofessional, or professional experience may be substituted for the required education, on a year-for-year basis, to a maximum of four years.
• Substitution of Education for Experience: Additional graduate coursework in public administration, business administration, or other acceptable field may be substituted for the required experience, on a year-for-year basis, to a maximum of two years.
• Two years of increasingly responsible professional administrative services experience with the State of Tennessee.

Responsibilities

• Oversight of Vendor operations of matters pertaining to complex waiver, ECF, Katie Beckett cases and concerns.
• Function as an escalation specialist responding to Vendor and Member concerns pertaining to complex waiver, ECF, Katie Beckett cases and concerns.
• Handle incoming calls as presented to provide effective and efficient customer service, and appropriately document calls and inquiry outcomes.
• Research inquiries or escalated questions and conduct outbound calls as needed to provide correct or additional information to help resolve inquiries.
• Conduct audits of phone calls, tasks, chats, and documents in support of Contract service level agreements.
• Conduct application processing and enrollment activities for complex waiver, ECF, Katie Beckett cases.
• Analyze audit data to establish trends and determine root causes.
• Prepare reports to document trends and propose corrective actions.
• Participate in other special projects as business needs dictate.

Education

Bachelor's degree

3 years admin experience

Job description

State of Tennessee's TennCare division in Nashville is seeking a professional administrator to oversee complex waiver processes and vendor relations. The role involves handling inquiries, processing enrollments, auditing performance, and coordinating with multiple internal and external partners to ensure service levels are met.

The ideal candidate has at least a bachelor's degree and several years of experience in professional administrative work, with substitution options available for