Operations Support Supervisor (Temporarily Remote-New York City)

Description & Requirements

Maximus is currently hiring for an Operations Support Supervisor to support our C-YES Department (Children and Youth Evaluation Services).

The Operations Support Supervisor works closely with their assigned Family Support Coordinator team to support the case management needs of families who have children with mental, behavioral, developmental, and physical health issues.

This position will ensure all tasks of the FSC team they are assigned are being performed consistently through supervision, meetings, and follow-up and that staff have a strong understanding of the Children and Youth Evaluation Service (C-YES), Children's Home & Community Based Services, Health Home Care Management, Health Plans, and Medicaid.

The ideal candidate will have prior professional experience working with individuals with mental, behavioral, developmental, and physical health issues, case management, administrative and/or supervisory experience, and a passion to connect this population to Home and Community Based providers for improved outcomes.

This position is currently temporarily remote with a pending return to office date.

About the Children and Youth Evaluation Services (C-YES) Program

Maximus has partnered with the New York State Department of Health to establish the Children and Youth Evaluation Service (CYES) program to determine whether a child or youth is eligible for home and community-based services (HCBS) covered by Medicaid.

CYES makes eligibility determinations primarily for children and youth aged 0-21 years who have been identified as being Medically Fragile (MDF) or having a Serious Emotional Disturbance (SED).

CYES Nurse Evaluators conduct conflict-free evaluations of these children and youth to assess their needs for HCBS and develop person-centered plans of care.

CYES Family Support Coordinators provide coordination and referral services and assist HCBS-eligible children or youth to apply for Medicaid.

Essential Duties and Responsibilities:

- Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.

- Perform tasks to assure project and program service level requirements and goals are met.

- Assume leadership responsibility for departmental tasks and contact center activities as required.

- Participate in meetings and recommend changes to policies and procedures.

- Support and enforce contact center expectations.

- Assist with escalated issues or cases as needed.

- Evaluate employee key performance indicators and identify training needs and development opportunities.

- Develop work schedules and assign duties to direct report personnel to ensure efficiency.

- Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources department on resolving problems.

- Participate in the work of subordinates to facilitate productivity or to overcome diff...