Adjudication Supervisor in Atlanta, GA at Maximus

Date Posted: 3/5/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Atlanta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/5/2021

Job Description

The Adjudication Supervisor is responsible for providing supervision and leadership to adjudication team members with the goal of meeting program objectives and client requirements.

Essential Job Duties:
•Supervise the work of adjudication employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
•Provide instructions and determines solutions in assigned program area
•Provide technical assistance and direction based on research, analysis and interpretation of program rules and regulation
•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 program expectations and company policies and procedures
•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 works closely with the Human Resources department on resolving problems
•Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
•Evaluate employees' job performance and recommend appropriate personnel action
•Participate in program special projects as required.
•Flexibility. Required to work holidays, weekends and /or weekends to meet training needs.
•Perform other duties as assigned by leadership

Education and Experience Requirements:
•Associates Degree or equivalent combination of education, technical training or work experience\
•One to three years of supervisory experience; two to five years of experience with adjudication/appeals work preferred
•Knowledge of Federal and State UI laws, regulations, policies and procedures and the adjudication process
•Knowledge of assessing, maintaining, reviewing, and analyzing database information
•Excellent customer service skills and techniques, coordinating the workflow
•Skill in leadership, problem solving, decision making, analyzing, evaluating data
•Train and motivate staff
•Ability to interpret and apply policy and procedures
•Ability to conduct and manage project reviews and communicate process improvement recommendations
•Proficient in the use of Microsoft Office products
•Excellent organizational, written, and verbal 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

Other Requirements:
•Must be able to work from home and comply with remote working policies and requirements
•Must be able to work alternate schedules.
•Project Hours of Operation are Monday to Friday 7:00 am to 7:00 pm (CST) / Saturday & Sunday 8:00 am to 5:00 pm (CST)


 

Essential Duties and Responsibilities:

- Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
- Develop work schedules and assign duties to direct report personnel to ensure efficiency
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
- Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
- Participate in meetings and recommend changes to policies and procedures
- Assume leadership responsibility for departmental tasks and contact center activities as required
- Support and enforce contact center expectations
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
- Assist direct reports with escalated issues or cases as needed
- Perform other duties as assigned by leadership

Minimum Requirements:

- Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree
- Minimum of two (2) years of experience in a call center environment required
- Ability to manage a high level of confidentiality
- Proficient in Microsoft office suite
- Excellent organizational, written, and verbal 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
- Must be able to remain in a stationary position for an extended period of time
- Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds 


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 https://www.maximus.com.
 
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.

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