Medicaid Program Supervisor
Job details
- Location
- Monroe, Louisiana
- Work type
- Onsite
- Compensation
- $56,328 - $110,532/yr
- Posted
- Sep 24, 2026
- Apply on
- governmentjobs.com
About this role
About the Department
The mission of the Louisiana Department of Health is to protect and promote health and to ensure access to medical, preventive, and rehabilitative services for all residents of the State of Louisiana.
Learn more about Louisiana Department of Health
Make an impact where it matters most! As a Call Center Supervisor, you’ll lead and develop a high-performing team while ensuring members receive timely, accurate, and exceptional service. From coaching staff and monitoring performance to resolving escalated concerns and driving process improvements, you’ll play a vital role in keeping operations running smoothly and helping members understand their benefits and access the care they need. If you’re a motivated leader who thrives in a fast-paced environment and is passionate about service excellence, we encourage you to apply!
An ideal candidate should possess the following competencies:Demonstrating Accountability: The ability to take ownership of actions, behaviors, performance, decisions, and outcomes.
Following Policies and Procedures: The ability to follow, reinforce, adapt, or develop policies and procedures to maintain compliance with federal and state legal requirements, State Civil Service rules, and organizational policies.
Leading Effective Teams: The ability to build, guide, and motivate teams to achieve goals through collaboration, accountability, and shared purpose.
Managing Performance: The ability to plan, monitor, and document employee performance throughout the year.
Position Duties
Six years of full-time work experience in any field plus three years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR
A bachelor’s degree plus three years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services; OR
An advanced degree or a Juris Doctorate plus two years of experience in developing, managing, or evaluating health or social service programs; or in public health, public relations, social services, health services, health regulation, or administrative services.
EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.
Minimum Qualifications
The official job specifications for this role, as defined by the State Civil Service, can be found here.
Other Qualifications
Job Duties:
- Supervises call center staff, manages schedules, and ensures adequate staffing to support daily operations and service levels.
- Monitors call quality, productivity, performance metrics, and service level agreements to ensure established goals are consistently met.
- Handles escalated customer concerns and provides timely resolution to complex issues while maintaining a high standard of customer service.
- Conducts calibrations, performance reviews, and coaching sessions to support employee development and improve team performance.
- Provides ongoing guidance and feedback to ensure staff understand and adhere to department policies, procedures, and service standards.
- Maintains team morale and promotes a positive work environment that encourages engagement, accountability, and effective performance.
- Identifies opportunities for process improvement and ensures call center staff provide accurate information regarding eligibility, covered services, and providers to help members access needed care.
Position-Specific Details:
Location: Medical Vendor Administration / Eligibility Field Operations-Region 8 / Ouachita Parish
Appointment Type: This position may be filled as a Probationary appointment, Promotional appointment, Job appointment, Detail to Special Duty, or WAE appointment
Cost Center: 3052050411
Position Number(s): 50698296
Compensation: This position is eligible for Premium Pay of up to $2.00/hr for hours worked based on longevity. Bilingual applicants may be eligible for premium pay up to $2.50 hourly for hours worked only.
How To Apply:
No Civil Service test score is required in order to be considered for this vacancy.
To apply for this vacancy, click on the “Apply” link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page.
* Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete.
For information on how to check your application status and understand status updates, please click HERE.
Contact Information:
Shambrielle Pooler
LA Department of Health (LDH)
Division of Human Resources
PO Box 4818
Baton Rouge, LA 70821
225-342-6477
This organization participates in E-verify, and for more information on E-verify, please contact DHS at 1-888-464-4218.
LDH supports Louisiana’s commitment to being a State as a Model Employer (SAME) by promoting the recruitment, hiring, and retention of individuals with disabilities.
Information on the Louisiana Works, Louisiana Rehabilitation Services is available here.
LDH is an equal opportunity employer and seeks to recruit a highly productive and diverse workforce and will provide equal employment opportunities to all employees and prospective employees. Employment decisions shall be based strictly on merit and without regard to religious or political beliefs, sex, race, or any other non-merit factor.
Benefits
As a state employee, you will earn competitive pay, choose from a variety of benefits, and have access to a great professional development program:
Insurance Coverage More information can be found at https://info.groupbenefits.org/
Parental Leave – Up to six weeks paid parental leave
More information can be found at https://www.civilservice.louisiana.gov/Parental-Leave/Default.aspx
Holidays and Leave – State employees receive the following paid holidays each year:
- New Year's Day
- Martin Luther King, Jr. Day,
- Mardi Gras,
- Good Friday,
- Memorial Day,
- Independence Day,
- Labor Day,
- Veteran's Day,
- Thanksgiving Day and Christmas Day.
State employees earn sick and annual leave which can be accumulated and saved for future use. Your accrual rate increases as your years of service increase.
Retirement – State of Louisiana employees are eligible to participate in various retirement systems (based on the type of appointment and agency for which an employee works). These retirement systems provide retirement allowances and other benefits for state officers and employees and their beneficiaries. State retirement systems may include (but are not limited to):
- Louisiana State Employees Retirement System (www.lasersonline.org). LASERS has provided this video to give you more detailed information about their system
- Teacher's Retirement System of Louisiana (www.trsl.org),
- Louisiana School Employees Retirement System (www.lsers.net), among others
Supplemental Questions
- I avoid responsibility, deliver poor work, and resist feedback.
- I take ownership when prompted and meet basic expectations.
- I own results, meet standards, and respond to feedback professionally.
- I drive high performance, prevent issues, and model accountability.
- I struggle to follow rules or apply policies correctly, which can lead to confusion or mistakes.
- I follow rules with support and help correct issues, but I sometimes apply policies inconsistently.
- I apply and explain policies accurately, adapt to routine situations, and help improve procedures.
- I guide others in applying policies, prevent compliance issues, and improve procedures based on experience.
- I struggle to provide direction, build trust, or communicate effectively. I avoid delegation or decision-making.
- I offer basic guidance and occasional feedback, but sometimes delay addressing issues or miss important gaps.
- I set clear direction, encourage teamwork, communicate well, make sound decisions, and delegate tasks effectively.
- I build high-performing teams, empower others, adapt communication to the situation, and lead with vision and trust.
Required Question
Agency Information
EmployerState of LouisianaAddress 1201 N 3rd StBaton Rouge, Louisiana, 70802 Phone(866) 783-5462
Website http://agency.governmentjobs.com/louisiana/default.cfm