Eligibility Team Lead Coach - Benefit Recovery

Job Locations US-IN-Marion
Requisition ID 2022-79531
Posted Date
2 months ago(8/4/2022 3:51 PM)
# of Openings
Job Function
Call Center Operations
Job Schedule
Regular Full-Time

Job Description Summary

Essential Job Duties and Responsibilities:
• Provide supervisory guidance to eligibility staff in the absence of the supervisor by acting as a subject matter expert for the team.
• Maintain updated knowledge of the Regional or Central Change Center requirements as well as corporate and project policies and procedures.
• Provide process guidance to eligibility staff completing back office/eligibility case work.
• Handle escalated calls, including complaints, from eligibility staff and escalate to the eligibility supervisor for resolution, as needed.
• Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
• Anticipate issues proactively and escalate to management as appropriate.
• Provide ongoing training, support, and real time quality monitoring of eligibility staff to improve performance.
• Identify quality performance issues, both at the individual eligibility specialist level and trends amongst the team, develop solutions, present solutions for approval to Supervisors and other Management team members, and implement these solutions.
• Track and document all inquiries using the applicable systems.
• Provide supervisor coverage on an as needed basis.
• Meet Quality Assurance (QA) and other key performance metrics.
• Mentor eligibility staff in need of coaching and development.
• Coach staff on unusual or complex issues that require on-the-spot responses that eligibility staff are unable to address independently.
• Provide management with updates on all issues regarding quality, training, policy, procedures, and staff issues.
• Serve as role model to front-line staff with respect to workplace conduct and professionalism, customer service, and teamwork.
• Work closely with the supervisor in resolving difficult and complex consumer interactions and tasks.
• Complete higher complexity, specialized, or as needed general task work to support the center in achieving goals.
• Perform other duties as may be assigned by management.

Minimum Required Education:
• High school diploma, GED, certification, or equivalent experience required.

Background & Experience Required:
• Ability to process difficult and complex cases without errors.
• Is knowledgeable on (and able to perform) multiple facets of the program with little or no assistance.
• Ability to identify trends, problems, and issues within the unit and promptly notify supervisor and provide recommendations and solutions.
• Role models high standards of professional conduct by maintaining excellent attendance, boundaries, and demeanor.
• Ability to communicate to other staff all job processes and skills in a clear and professional manager.
• Ability to multitask and prioritize tasks and job responsibilities.
• Maintains discretion and confidentiality with any team member challenges or issues.
• Strong critical thinking and problem-solving skills.
• Understands implications or work and makes recommendations for solutions.
• Ability to build positive relationships among clients, program, and State.
• Attention to detail; excellent organizational, interpersonal, verbal, and written communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to work as a team member, as well as independently.
• Proficiency in Microsoft Suite including Word and Excel.
• Must be able to remain in a stationary position for an extended period of time.
• Work is constantly performed in an office environment.

Job Summary

Essential Duties and Responsibilities:
- Assist supervisor by monitoring performance of assigned staff and providing input when appropriate.
- Train and evaluate performance of staff as directed by supervisor.
- Help develop and maintain processes and procedures.
- Maintain effective interdepartmental relationships.
- Facilitate meetings as needed.
- Ensure that staff maintains updated knowledge of the program.
- Provide the supervisor with updates on all issues regarding quality, training, policy, procedures, staff issues, case determination and appeals activity.
- Serve as the content knowledge expert concerning the review and research of verification documents.

Minimum Requirements:
- High School diploma or equivalent or Associate degree with 1.5 - 4 years of experience.
- Additional training or education in area of specialization.
- Works on a variety of assignments requiring considerable judgement and initiative.
- As a skilled and experienced specialist, completes tasks in resourceful and effective ways.
- Able to draft or modify training materials and procedural documentation accurately.
- Skilled in handling challenging communications with external contacts for escalated matters.
- Act independently to determine methods and procedures on new assignments.
- Serves as facilitator and team leader, allocating work and providing guidance and training to others in field of specialization.
- Perform quality assurance on work of others in team.

MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit

EEO Statement

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to 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 shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.


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