Medicaid Program Supervisor

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.

Lead a statewide team within Louisiana Medicaid’s Contact Service Unit, supporting enrollment and retention in LaCHIP and other Medicaid programs. This role oversees daily operations, workforce management, and key performance metrics to ensure high-quality, compliant member service.

Serve as a subject matter expert on Medicaid eligibility policy, handle escalations, coach and develop staff, and drive continuous improvement in customer experience and team performance. If you are a results-driven leader passionate about public service and operational excellence, we encourage you to apply.

• Communicating Effectively: The ability to convey information, ideas, and emotions using structured communication methods that promote understanding and engagement.
• 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.
• Accepting Direction: The ability to be open and willing to follow guidance or instructions.
• Demonstrating Initiative: The ability to assess situations independently and take proactive steps to address them without being prompted or instructed by others.

• Six 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
• 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.

• 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.

The official job specifications for this role, as defined by the State Civil Service, can be found here.

• Manages the daily statewide operations of a team within the Medicaid Contact Service Unit (CSU), ensuring effective support for enrollment and retention in LaCHIP and other Medicaid programs.
• Oversees staff work within TouchPoint, Cosmo Corder, and LaMEDS to ensure accuracy, compliance with eligibility policy, and proper authorization of Medicaid benefits.
• Directs workforce management activities, including scheduling and coverage planning, to meet operational demands and achieve key performance metrics such as ASA, AHT, and abandonment rates.
• Supervises, trains, and develops staff through performance evaluations, case reviews, call calibrations, and ongoing coaching to promote service excellence and policy adherence.
• Handles complex member issues and escalations, validates eligibility decisions and correspondence, and ensures compliance with HIPAA, PHI, and authentication requirements.
• Analyzes team performance and productivity, advises leadership on trends impacting member relations, and addresses personnel matters in support of agency goals and…