Medicaid Program Supervisor

LDH-Medical Vendor Administration; Monroe (LA); On-site; USD 52,000 - 70,000; Full time

Job summary

Louisiana Department of Health is seeking a Call Center Supervisor to lead and develop 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 running smoothly and help members access benefits.

The ideal candidate has experience in supervising call centers, managing schedules, and ensuring adherence to policies and service standards

Qualifications

• 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 ensure goals are met.
• Handles escalated customer concerns and provides timely resolution to complex issues while maintaining a high standard of customer service.
• Conducts calibrations, performance reviews, and coaching sessions to support employee development and improve team performance.
• Provides ongoing guidance to ensure staff adhere to department policies, procedures, and service standards.
• Maintains team morale and promotes a positive work environment that encourages engagement, accountability, and effective performance.
• Identifies opportunities for process improvement and ensures call center staff provide accurate information regarding eligibility, services, and providers to help members access needed care.

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 ensure established goals are consistently met.
• Handles escalated customer concerns and provides timely resolution to complex issues while maintaining a high standard of customer service.
• Conducts calibrations, performance reviews, and coaching sessions to support employee development and improve team performance.
• Provides ongoing guidance and feedback to ensure staff understand and adhere to department policies, procedures, and service standards.
• Maintains team morale and promotes a positive work environment that encourages engagement, accountability, and effective performance.
• Identifies opportunities for process improvement and ensures call center staff provide accurate information regarding eligibility, covered services, and providers to help members access needed care.

Skills

Call Center Leadership

Performance Monitoring

Staff Coaching

Process Improvement

Customer Service Excellence

Education

Bachelor's degree + 3 years experience

Six years experience in health/public health programs

Advanced degree or JD + 2 years health programs

Experience substitution: 30 semester hours per year

Job description

The mission of the Louisiana Department of Health is to protect and promote health and to ensure access to medical, preventive, and rehabilitative services for all residents of the State of Louisiana.

Learn more about Louisiana Department of Health

Make an impact where it matters most! As a Call Center Supervisor, you’ll lead and develop a high-performing team while ensuring members receive timely, accurate, and exceptional service. From coaching staff and monitoring performance to resolving escalated concerns and driving process improvements, you’ll play a vital role in keeping operations running smoothly and helping members understand their benefits and access the care they need. If you’re a motivated leader who thrives in a fast-paced environment and is passionate about service excellence, we encourage you to apply!

An ideal candidate should possess the following competencies:

• Demonstrating Accountability: The ability to take ownership of actions, behaviors, performance, decisions, and outcomes.
• Following Policies and Procedures: The ability to follow, reinforce, adapt, or develop policies and procedures to maintain compliance with federal and state legal requirements, State Civil Service rules, and organizational policies.
• Leading Effective Teams: The ability to build, guide, and motivate teams to achieve goals through collaboration, accountability, and shared purpose.
• Managing Performance: The ability to plan, monitor, and document employee performance throughout the year.

• Six years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR
• Six years of full-time work experience in any field plus three years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR
• A bachelor’s degree plus three years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR
• An advanced degree or a Juris Doctorate plus two years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services.
• EXPERIENCE SUBSTITUTION: Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

The official job specifications for this role, as defined by the State Civil Service, can be found here.

Job Duties

• 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 ensure established goals are consistently met.
• Handles escalated customer concerns and provides timely resolution to complex issues while maintaining a high standard of customer service.
• Conducts calibrations, performance reviews, and coaching sessions to support employee development and improve team performance.
• Provides ongoing guidance and feedback to ensure staff understand and adhere to department policies, procedures, and service standards.
• Maintains team morale and promotes a positive work environment that encourages engagement, accountability, and effective performance.
• Identifies opportunities for process improvement and ensures call center staff provide accurate information regarding eligibility, covered services, and providers to help members access needed care.

Position-Specific Details

Location: Medical Vendor Administration / Eligibility Field Operations-Region 8 / Ouachita Parish

Appointment Type: This position may be filled as aProbationary appointment, Promotional appointment, Job appointment, Detail to Special Duty, or WAE appointment

Cost Center: 3052050411

Position Number(s): 50698296

Compensation: This position is eligible for Premium Pay of up to $2.00/hr for hours worked based on longevity. Bilingual applicants may be eligible for premium pay up to $2.50 hourly for hours worked only.

No Civil Service test score is required in order to be considered for this vacancy.

Contact Information

Shambrielle Pooler

[e-mail]

LA Department of Health (LDH)

Division of Human Resources

PO Box 4818

Baton Rouge, LA 70821

225-342-6477

This organization participates in E-verify, and for more information on E-verify, please contact DHS at 1-888-464-4218.

LDH supports Louisiana’s commitment to being a State as a Model Employer (SAME) by promoting the recruitment, hiring, and retention of individuals with disabilities.

LDH is an equal opportunity employer and seeks to recruit a highly productive and diverse workforce and will provide equal employment opportunities to all employees and prospective employees. Employment decisions shall be based strictly on merit and without regard to religious or political beliefs, sex, race, or any other non-merit factor.

Information on the Louisiana Works, Louisiana Rehabilitation Services is available here.