Medigap Helpline Services Supervisor

State of Wisconsin; Madison (WI); Hybrid; USD 48,000 - 57,000; Full time

Job summary

The Board on Aging and Long Term Care (BOALTC) seeks a Medigap Helpline Services Supervisor in Madison, WI, to oversee counseling activities of the Medigap Helpline and Part D & Prescription Drug Helpline. The role requires licensure within two years and involves supervising counselors, providing training, and ensuring high-quality services for beneficiaries.

This position supports data management, outreach, and compliance with state/federal regulations, while offering telecommute 3-4 days per

Qualifications

• Medicare knowledge of options and prescription plans.
• Formal supervision or lead role experience.
• Experience developing policies and procedures.
• Experience creating professional training materials.
• Experience applying state and federal laws and rules.

Responsibilities

• Supervises Medigap and Part D helpline counselors.
• Maintains high-quality counseling services for clients and partners.
• Provides training and technical assistance to staff and volunteers.
• Manages daily program activities: call triage, data management, outreach, records.
• Implements policies and quality improvements as directed by director.
• Assists in data reporting, budgeting, and grant reporting requirements.
• Prepares public-facing informational materials and monitors website content.
• Advises on state/federal Medicare and long-term care regulations.

Skills

Medicare knowledge

Supervision

Policy development

Training delivery

Regulatory compliance

Education

Program management and evaluation

Media/interviews & press materials

Presenting to government/leadership

Customer support experience

Job description

Introduction

The Board on Aging and Long Term Care (BOALTC) is looking for their next Medigap Helpline Services Supervisor to oversee the counseling activities of the Medigap Helpline and Medigap Part D & Prescription Drug Helpline! This position is headquartered in Madison, WI. This position is eligible to telecommute 3-4 days per week, upon agreement of the supervisor. This schedule may change based on operational needs and organizational requirements. The Medigap Helpline Program offers confidential counseling service for all Medicare beneficiaries including those aged 65 and older and individuals with disabilities. The program provides counseling on topics like prescription drug coverage, Medicare Supplement and Medicare Advantage plans. This program is independent of insurance companies and does not endorse any policy or product. The program helps Medicare beneficiaries understand their coverage options and make informed decisions based on their individual needs. The mission of the Board on Aging and Long Term Care (BOALTC) is to advocate for the interests of the state's long term care consumers and Medicare beneficiaries, to inform consumers of their rights, and to educate the public at large about health care systems, Medicare and long-term care.

Position Summary

Under the general supervision of the Medigap Helpline Services Director, this position operates independently and with delegated first-line supervisory authority:

• Supervises the Medigap Counselors and Part D Helpline Counselors.
• Maintains Medigap Helpline program counseling services to ensure high-quality services for program clients and partners.
• Provides training, information, and technical assistance to staff, volunteers, clients, and professionals regarding Medicare, Medicaid, long-term care insurance and related insurance products and relevant state and federal codes and regulations.
• Manages day-to-day Medigap Helpline program activities including call triage, data management, complaints, outreach, database and records management and any agency directives as delegated by the Medigap Helpline Services Director.
• Implements policies and procedures established by the Medigap Director; recommends operational procedures; and implements quality monitoring and program improvements.
• Assists the Medigap Director in compiling and submitting data for biennial reports, budget planning, budget reports, grant reporting, and other information requests.
• Prepares public facing informational materials and monitors the program’s website content at the direction and with the approval of the Medigap Helpline Services Director.
• Provides expertise on all state and federal statutes and regulations relating to Medicare, health insurance and long-term care finance, including but not limited to Title XVIII Medicare, Title XIX Medical Assistance Program, Social Security and the Older Americans Act.
• Assists the Medigap Helpline Services Director with press releases, public testimony, or public comments on proposed regulations or legislation, as directed.

This position requires licensure or obtaining licensure by the Commissioner of Insurance as an Insurance Intermediary with an emphasis on health and accident and life insurance and certification as required by the State Health Insurance Program (SHIP) within the first 2 years of employment. This position necessitates maintaining compliance with all continuing education requirements of licensure and certifications.

For more information, please view the full position description.

Salary Information

Starting hourly rate for this position (Long Term Care Services Supervisor) will be $35.00 - $41.22 per hour, plus excellent benefits. This classification is assigned to pay schedule/range 81-03. A 12-month probationary period will be required. Pay for current state employees will be set in accordance with the Wisconsin State Compensation Plan.

Job Details

Due to the nature of the position, BOALTC will conduct background checks on applicants prior to selection. BOALTC does not sponsor work visas and is not an eligible OPT (Optional Practical Training) employer for F-1 international students. All persons hired will be required to verify identity and eligibility to work in the United States, and to complete the required employment eligibility form.

Due to federal conflict of interest requirements, the person hired for this position cannot remain actively employed by or affiliated with any private health insurance company, broker or vendor, or have financial ties to or receive compensation from the insurance industry.

This position requires the ability to independently travel periodically within the State of Wisconsin. A valid Wisconsin driver's license that meets the State’s Risk Management requirements or the ability to obtain one’s reliable transportation consistently is required.

Qualifications

Minimally qualified applicants will have all the following:

• Experience with Medicare and related programs, including coverage options and prescription plans (e.g. Medicare, Medicare Supplements, Medicare Advantage, Medical Assistance, VA benefits, long-term care insurance, SeniorCare).
• Experience with formal supervision or a lead role including people management. Activities may include assigning work duties, completing performance reviews, hiring and training staff, coaching teams, leading projects, or similar.
• Experience developing and implementing policies and procedures.
• Experience preparing and presenting professional training materials to individuals and groups of varying learning levels.
• Experience applying state and federal laws, state administrative rules or administrative codes.

Education

In addition to the above, well qualified applicants will have education, training, or experience with one or more of the following:

• Program management and evaluation. Activities may include overseeing databases, establishing performance measures, collecting, and analyzing data, implementing program improvements and/or improving program performance.
• Conducting media interviews or authoring press releases or educational materials.
• Presenting information and data to governmental bodies or executive leadership.
• Providing complex customer support such as communicating technical information.

The State of Wisconsin is committed to providing opportunities to all applicants from all backgrounds. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Any applicants and employees with a disability may request reasonable accommodations.

The State of Wisconsin offers a special program for qualified veterans with a 30% or greater service-connected disability.

Questions can be directed to Emma DeGan, HR Specialist, at [e-mail].

Deadline to Apply

Applicant materials are due by 11:59pm on Sunday, November 1, 2026.