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Eligibility Director in Indianapolis, IN at Maximus, Inc.

Date Posted: 3/15/2018

Job Snapshot

Job Description

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.


*Employment is contingent upon contract award.

The Eligibility Director is responsible for the strategic and tactical operation of all call center and back office functions, including Appeals and Benefit Recovery, to meet and exceed client and organizational expectations. The Eligibility Director also participates in the site leadership team, responsible for meeting and exceeding project goals and objectives.

  • Responsible for collaborating with internal and external leadership teams on project specific directives, including meet State required performance metrics.
  • Ensure that MAXIMUS is in compliance with all applicable requirements of the contract, State, and Federal regulations, and the terms and conditions of the RFP and proposal as related to Eligibility and operational functions.
  • Maintain department/project objectives. Collaborate with Management and Supervisory staff to address issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.
  • Manage Regional Change Center and Central Chance Center Managers and Supervisors. 
  • Provide direction to staff when appeals and benefit recovery tasks are escalated beyond management level and resolving escalated issues, problems, and determine final decision if necessary.
  • Responsible for resolving quality issues with the management team. Oversee and implement any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Eligibility functions.
  • Complete and analyze weekly, monthly, and quarterly statistics and reports.
  • Provide direction on training for new staff and refresher training for existing staff. Coach team, set expectations, conduct performance appraisals and provide career development, corrective action, and recognition for assigned staff.
  • Guarantee the Eligibility Department meets all ISO compliance standards.
  • Responsible for Department adherence to updated knowledge of project and corporate policies and procedures as referenced in the employee manual and other desk procedures for the position.
  • Collaborate with FSSA and MAXIMUS Contact Center staff to ensure open communication, cooperation, and timely issues resolution.
  • Perform other duties as assigned by management.
  • May require 10-25% travel

The Ideal Candidate will Possess the Following Additional Education and Experience
  • Bachelor's degree from an accredited college or university required; Master's degree preferred.
  • Equivalent years of experience considered in lieu of degree.
  • 5 - 10 years of management experience required.
  • Five (5) years of management experience in a Call Center environment preferred.
  • Experience managing multiple locations with multiple direct reports as well as experience overseeing large operations (1,000+ FTES). 
  • Must possess a high level of Business Acumen.
  • Must possess management and leadership skills as well as planning and program management skills.
  • Ability to operate in a fast-paced environment and handle multiple activities and clients simultaneously, meeting all deadlines Responsible for adhering to established safety standards.
  • Must be able to remain in a stationary position for an extended period of time.
  • Working knowledge of healthcare and call center technology including ACD, IVR, and resource management tools preferred.
  • Skilled in working with culturally and linguistically diverse, and disadvantaged populations preferred.
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.


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