Operations Support Supervisor - Tysons, United States - Maximus Services, LLC

Maximus Services, LLC

Verified Company

Tysons, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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

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

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

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 followup, 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

Minimum Requirements:

Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
13 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
12 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 fastpaced, deadlineoriented 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 companyissued computer equipment
Reliable highspeed internet service
Minimum 20 Mpbs download speeds/50 Mpbs for shared internet connectivity
Minimum 5 Mpbs upload speeds

EEO Statement

Pay Transparency
- 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.