Helpdesk Supervisor in McLean, VA at Maximus

Date Posted: 11/21/2020

Job Snapshot

Job Description

Job Summary

Maximus Provider Helpdesk Supervisor works with Maximus and SSA to initiate and implement quality control and quality assurance activities into processes resulting in an effective method for ensuring that ENs and VRs are properly compensated. The Provider Helpdesk Supervisor ensures ongoing efforts to meet quality performance goals and improve the accuracy and timeliness of Cost Reimbursement (CR) and EN payment processing and help minimize unnecessary draws on SSA funds and maintain strong relationships with service providers.

Essential Duties

-Provides day-today guidance to a unit or group of Helpdesk employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
-Monitors Help Desk Specialist’s adherence to their schedules in order to accommodate incoming call volume with minimum caller abandonment.
-Ensures appropriate documentation of all calls received through the toll-free customer service line providing payments and Portal assistance to service providers (ENs and VRs).
-Develops, produces and tracks weekly, monthly and annual unit reports required by Maximus management and the client, as well as produce ad hoc reports.
-Ensures staff complete all outgoing requests to service providers forwarded by EN and VR Payment Specialists.
-Develop performance metrics and processes to objectively determine Helpdesk staff and unit performance.
-Develop training material for help desk staff
-Monitor calls and email traffic through a documented process (graded performance logs)
-Develop and maintain Provider Help Desk ISO documents and business processes.
-Identify and report any trends that should be addressed on the quarterly calls (All EN Payments and All VR Calls).
-Conducts one-on-one meetings, weekly meetings, coaching/developmental plan sessions, and performance reviews in a timely manner.
-Performs other duties as assigned by leadership.
-Identify training needs and development opportunities for subordinates.

-Associate Degree from an accredited college or university in related field required.
-A Bachelor’s Degree from an accredited college or university preferred.
-3 or more years of work experience required in a Supervisor or lead role in a Call Center or Help Desk, quality assurance environment and claims processing in a production environment or document processing.
-May have additional training or education in area of specialization
-Experience developing performance metrics.
-The ability to analyze data and create and produce regular reports.
-Three or more years proficiency in MS Office with the ability to quickly learn other software programs.
-Database proficiency highly desired.
-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.


Essential Duties and Responsibilities:
- Assign day to day enrolment and update tasks.  
- Monitor employee performance for compliance to established protocol (SLA).
- Work closely with Quality Assurance (QA) and Documentation Management areas to ensure all providers are revalidated timely and accurately.
- Effectively lead coach, train and counsel staff.
- Research and respond to any escalated provider inquiries and requests in a timely, professional and informative manner.
- Educate PEC specialists on updates and system changes to ensure synchronized process of data and documentation to meet regulatory guidelines and standards.

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 related experience.
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Comply with all company required policies, procedures and processes including but not limited to required training.
- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
- A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
- Generally supervises semi-skilled employees or a few individual professional contributors.
- Works on issues of limited scope.
- Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.
- Monitors daily operations of a unit or sub-unit.
- Requires full knowledge of own area of functional responsibility.
- Frequently interacts with subordinate employees and functional peer groups.
- Interaction normally requires the ability to gain cooperation of others, conducting presentations concerning specific projects or schedules.
- Receives predetermined work assignments that are subject to a moderate level of control and review.
- Directs subordinates to complete assignments using established guidelines, procedures and policies.

- Develop work schedules and assign duties to subordinates to ensure efficiency.
- Evaluate subordinates' job performance and recommend appropriate personnel action.
- Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resiurces department on resolving problems.
- Identify training needs and development opportunities for subordinates.

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: 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.