Economic Services Supervisor-Family Medicaid

Department: Department of Social Services (DSS)
Division: Economic Services Family Medicaid
FLSA Status: Exempt
Pay Grade: 70
Reports To: Economic Services Program Administrator or Social Services Program Manager

Performs advanced professional administrative and supervisory work directing the daily operations of the Family Medicaid unit within the Department of Social Services. The employee supervises Economic Services Caseworkers and support staff responsible for determining eligibility for Family Medicaid and related Medicaid programs in accordance with federal and state regulations.

Responsibilities include planning organizing assigning reviewing and evaluating staff performance while ensuring compliance with all applicable North Carolina Department of Health and Human Services (NCDHHS) Division of Health Benefits (DHB) county and program policies. The supervisor monitors productivity accuracy timeliness standards quality assurance customer service and program integrity while promoting efficient and accessible service delivery to McDowell County residents.

The following duties are representative and are not intended to be all-inclusive.

• Supervises Economic Services Caseworkers Processing Assistants and other assigned personnel.
• Assigns prioritizes and monitors workloads to ensure timely processing of Medicaid applications recertifications changes and other case actions.
• Conducts performance evaluations and provides coaching mentoring and corrective action when appropriate.
• Assists with recruitment interviewing onboarding and training of new employees.
• Develops work schedules and approves leave requests.
• Conducts staff meetings and communicates program updates policy changes and operational expectations.
• Provides guidance and technical assistance to staff regarding complex eligibility issues.
• Promotes consistent application of Medicaid policies and procedures among assigned staff.

• Oversees the administration of Family Medicaid and related Medicaid programs assigned to the unit.
• Ensures compliance with federal and state Medicaid regulations NCDHHS/DHB policies and county procedures.
• Reviews complex eligibility determinations and resolves difficult or unusual cases.
• Monitors application processing recertification change reporting and other required case actions to ensure compliance with established timeliness standards.
• Ensures accurate and complete documentation within NC FAST.
• Assists staff with interpretation and implementation of changing Medicaid policies procedures and eligibility requirements.
• Coordinates implementation of new policies procedures system changes and program initiatives.
• Monitors workload and staffing levels and makes recommendations regarding resource allocation.

• Performs quality control and supervisory reviews of case records.
• Identifies trends in errors deficiencies or processing issues and develops corrective action plans.
• Monitors state performance reports accuracy measures timeliness standards and county performance indicators.
• Responds to quality assurance findings and develops strategies for improvement.
• Ensures appropriate documentation and case maintenance practices.
• Ensures confidentiality and security of protected health financial and client information.
• Assists with state monitoring visits reviews audits and corrective action activities.
• Promotes program integrity and compliance with Medicaid eligibility requirements.

• Handles escalated client concerns and complaints.
• Provides guidance to staff regarding difficult or sensitive client situations.
• Serves as a liaison with healthcare providers community agencies advocacy organizations and other partner agencies as appropriate.
• Provides information regarding Medicaid eligibility policies and procedures within the scope of the position.
• Promotes professional respectful and timely customer service standards throughout the unit.
• Assists in resolving barriers that may prevent eligible individuals and families from accessing Medicaid services.

• Prepares reports statistical data and other information related to Family Medicaid operations.
• Monitors staffing needs workload distribution productivity and case processing performance.
• Recommends policy and procedural improvements.
• Assists with planning and implementation of program-related initiatives.
• Participates in county committees leadership meetings state training sessions and other meetings as assigned.
• Maintains appropriate records and documentation related to unit operations.
• Assists management with identifying training needs and developing staff development activities.

Knowledge Skills and Abilities

Comprehensive knowledge of:

• Federal and State Medicaid laws regulations policies and procedures.
• North Carolina Economic Services policies and procedures.
• NC FAST eligibility and case management systems.
• Medicaid eligibility requirements and income maintenance principles.
• Family Medicaid programs and related public assistance programs.
• Supervisory principles and employee performance management.
• Quality assurance and program integrity standards.
• Public assistance program administration.
• State and federal confidentiality and privacy requirements.
• Principles and practices of effective customer service.

Ability to:

• Interpret and apply complex federal and state Medicaid regulations and policies.
• Supervise train coach and motivate employees.
• Analyze complex eligibility situations and make sound decisions.
• Review case records for accuracy completeness and compliance.
• Monitor performance data and identify areas requiring improvement.
• Prepare reports and maintain accurate records.
• Communicate effectively both orally and in writing.
• Build positive working relationships with staff clients healthcare providers and community partners.
• Handle stressful sensitive and high-volume situations with professionalism.
• Exercise sound judgment and independent decision-making.
• Adapt to frequent changes in Medicaid policy procedures and technology.

Bachelors degree from an accredited college or university in Social Work Sociology Psychology Human Services Business Administration Public Administration or a closely related fieldand

Three (3) years of experience as an Income Maintenance Caseworker II Income Maintenance Caseworker III or equivalent eligibility position including one (1) year of lead worker or supervisory experience.

OR

Graduation from high school and five (5) years of progressively responsible experience determining eligibility for public assistance programs including at least two (2) years of experience in Medicaid eligibility determination and one (1) year of supervisory or lead worker experience.

Equivalent combinations of education and experience may be considered in accordance with applicable state minimum qualifications.

• North Carolina Income Maintenance Caseworker certification.
• Supervisory experience within a county Department of Social Services.
• Extensive experience using NC FAST.
• Experience with Family Medicaid and related Medicaid programs.
• Experience with Medicaid quality assurance and performance monitoring.
• Knowledge of NCDHHS/DHB Medicaid policies and performance standards.
• Experience conducting staff training and providing technical assistance.
• Experience handling complex Medicaid eligibility cases and escalated client concerns.

• Valid North Carolina Drivers License.
• Ability to travel for required training meetings conferences and other official county or state business.
• Successful completion of required state and county training.
• Background investigation as required for county employment.

The work is primarily sedentary and requires:

• Sitting for extended periods.
• Frequent use of computers and office equipment.
• Occasional standing walking bending and lifting up to 20 pounds.
• Ability to communicate effectively with employees clients healthcare providers and the public.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Work is performed primarily in an office environment with frequent interaction with employees clients healthcare providers community agencies and the public. The position requires managing multiple priorities meeting strict federal and state deadlines maintaining confidentiality of sensitive client information and responding appropriately to policy changes system issues emergency program changes and high-volume workloads.

Success in this position is measured by:

• Compliance with federal and state Medicaid regulations and NCDHHS/DHB policies.
• Timely and accurate processing of Medicaid applications recertifications and case actions.
• Unit accuracy and quality assurance performance.
• Staff productivity development and performance.
• Effective workload management.
• Positive customer service outcomes.
• Achievement of county and state performance measures.
• Effective leadership communication and teamwork.
• Appropriate handling of complex eligibility issues and escalated client concerns.

How to Apply

PRE-EMPLOYMENT DRUG SCREENING AND BACKGROUND CHECK IS REQUIRED

APPLICANTS WILL BE GIVEN CREDIT ONLY FOR INFORMATION PROVIDED IN RESPONSE TO THIS ANNOUNCEMENT. No additional information will be solicited by the McDowell County; therefore persons who submit incomplete applications may not receive full credit for their education training and experience.

McDowell County is an equal opportunity employer. It is the policy of the County to recruit hire train and promote individuals without regard to age sex race color religion political affiliation or national origin. The County will interactively work with disabled applicants and employees to identify reasonable accommodations that will allow the individual to perform essential job functions.

McDowell County participates in E-Verify.

Applications are available:

• on our website:

- under Job Opportunities

• McDowell County Administration Building:

25 W Fort Street Marion NC 28752

Applications can be submitted:

• Online at

• in person at the County Administration building:

25 W Fort Street Marion NC 28752

• or by Mail to:

McDowell County Human Resources

60 East Court Street Marion NC 28752

• or by email to: