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 difficult aspects of work.
• Evaluate employees' job performance and recommend appropriate personnel action.
• Perform other duties as assigned by leadership.
• Oversees all duties required of FSC's for their specialized caseload and /or work assignment.
• Supervises a cohort of the family support team and workflow procedures to support management in all aspects of assessment scheduling and case management.
• Creates, maintains and monitors schedules for assessment teams to ensure coverage across boroughs/counties/hours of operations.
• Actively communicates with direct supervisor, quality management, and leadership (as needed), and seeks input from operational leads related to assessment scheduling and case management.

-Oversight of specialized FSC Staff and/or administrative activities of the FSC -Department, including but not limited to tasks surrounding Referral Intake and scheduling, Medicaid follow-up, and Health Plan Affairs and communication.

• Monitors and maintains tracking systems for performance management reporting.
• Utilizes metrics to analyze performance, recommends performance improvements and identifies opportunities for improvement to assessment scheduling activities.
• Collaborates with and supports the CYES leadership, Nurse Evaluator Department, and the Quality Assurance department to identify operational/procedural issues and training needs.
• Follows and monitors FSC adherence to all work instructions, policies and procedures in relation to the Project.

Minimum Requirements

• 1-3 years of experience working with individuals with mental, behavioral, developmental, and physical health issues in a case management capacity
• Previous experience working in a call center environment
• 1-2 years of performing work on an Administrative level (i.e. supervisory, reporting, quality assurance)
• Strong knowledge of MS Office Suite
• Ability to learn new software programs quickly and intuitively
• Excellent organizational, interpersonal, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Must be able to successfully execute many complex tasks simultaneously
• Ability to work as a team member, as well as independently

Preferred Qualifications:

• Working experience with p ediatric psychiatric patients and staff serving this population.

Home Office Requirements:

• Maximus provides company-issued computer equipment
• Reliable high-speed internet service
• Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
• Minimum 5 Mpbs upload speeds

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 job location, 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 ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.