Operations Support Team Lead (Remote in NY)

Job title Operations Support Team Lead (Remote in NY) in New York City, NY at Maximus Company Maximus Job description Maximus is currently hiring an Operations Support Team Lead to support the New York State Office for People with Developmental Disabilities (OPWDD).Maximus conducts conflict-free assessments for individuals who have intellectual and development disabilities on behalf OPWDD. For individuals ages 17 and younger, assessors utilize the Child and Adolescent Needs and Strengths (CANS) comprehensive assessment tool that helps to identify a child's strengths and needs, providing essential information for care planning and connecting individuals to appropriate services.As an Operations Support Team Lead, you will oversee scheduling metrics, prioritize high-need cases, and take on supervisory system roles for key tasks. The ideal candidate for this role should have prior work experience with the New York State OPWDD projects, including expertise in assessment tools, data analysis, and implementation within behavioral health or social services settings.This is a fully remote position for candidates who reside in New York State.Why Maximus?At Maximus, we are committed to cultivating a positive and inclusive work environment, and we are pleased to offer the following Work/Life Balance Support - Flexibility tailored to your needs! Competitive Compensation - Bonuses based on performance included! ️ Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance. Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching. ️ Paid Time Off Package - Enjoy PTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage. Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP). Recognition Platform - Acknowledge and appreciate outstanding employee contributions. Tuition Reimbursement - Invest in your ongoing education and development. Employee Perks and Discounts - Additional benefits and discounts exclusively for employees. Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs. Professional Development Opportunities Participate in training programs, workshops, and conferences. Essential Duties and Responsibilities - Respond to exemption and exclusion, good cause, FIDA and MLTC service calls; provides responses to questions; mails information in response to requests, and refers callers to the appropriate agency for resolution. - Assess consumers' health care needs and assists consumers in choosing a health plan. - Maintain updated knowledge of the client contract program. - Assist consumers in enrolling/disenrolling from health plans. - Receives and sorts exemption and exclusion, good cause, MLTC, FIDA and expedited forms. - Review exemption and exclusion forms for completeness and accuracy. - Processes exemption and exclusion, good cause, MLTC, FIDA and expedited forms. - Sends necessary letters to consumers. - Raises issues of concern and/or problems to the attention of the Case Management Supervisor. - Perform managed care education and enrollment services when call volume warrants. - Assist supervisor in meetings, keeping Case Management CSRs current with updated policies and procedures. - Maintains control log on Exemption and Exclusion processing and provides log to backup unit for callback purposes. - Checks MAXeb for all dispositions daily and maintains exemption status report log. - Research and follows up on problematic cases. - Review updated procedures for supervisor's final review. - Maintain updated memos and information. - Assist Case Management CSRs with difficult calls and provides additional training based on identified weaknesses. - Assist Case Management CSRs with forms processing. - Evaluates daily ACD reports as to individual Case Management CSR performance and report's findings to Case Management Supervisor. - Provide program training to Case Management CSRs. - Some Saturday work required. - Meet all standards established for this position as outlined in the corresponding annual performance criteria and bonus template for this position. - Perform other duties as may be assigned by the Case Management Supervisor or other project management. Minimum Requirements - High school diploma or GED required and 1.5+ years of relevant professional experience required, or equivalent combination of education and experience.- Assist supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes email. - Provide direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiri