Medicaid Call Center Leader - Impactful Service

Nunez Community College; Baton Rouge (LA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Premium pay up to $2.00/hr

Bilingual premium up to $2.50/hr

Job summary

Louisiana Department of Health is seeking a Call Center Supervisor to lead a high-performing team ensuring members receive timely, accurate, and exceptional service. You will coach staff, monitor performance, and resolve escalated concerns while driving process improvements to keep operations smooth.

An ideal candidate will have extensive supervisory experience in health/public service, demonstrated performance management, and a commitment to service excellence in a fast-paced environment.

Qualifications

• Minimum six years of experience in developing, managing, or evaluating health or social service programs or related fields.
• Experience substitutions: college hours can count toward experience as described in the ad.
• Bachelor’s degree plus three years of relevant experience preferred.

Responsibilities

• Supervises call center staff, manages schedules, and ensures adequate staffing to support daily operations and service levels.
• Monitors call quality, productivity, performance metrics, and service level agreements to meet goals.
• Handles escalated customer concerns and provides timely resolution to complex issues while maintaining high service standards.
• Conducts calibrations, performance reviews, and coaching sessions to support employee development.
• Provides guidance to ensure staff adhere to policies and service standards.
• Maintains morale and a positive work environment promoting engagement and accountability.
• Identifies opportunities for process improvements and helps members access necessary care.

Skills

Supervisory experience

Call center operations

Performance management

Policy compliance

Team leadership

Education

Bachelor's degree

Advanced degree or JD (optional)

Job description

Louisiana Department of Health is seeking a Call Center Supervisor to lead a high-performing team ensuring members receive timely, accurate, and exceptional service. You will coach staff, monitor performance, and resolve escalated concerns while driving process improvements to keep operations smooth.

An ideal candidate will have extensive supervisory experience in health/public service, demonstrated performance management, and a commitment to service excellence in a fast-paced environment.