Under general direction, this role is responsible for overseeing the day-to-day operations of eligibility determination, financial screening, application assistance and enrollment services for local, state, and federally funded healthcare programs. This position provides direct leadership to assigned team members, manages daily workflows, resolves customer and employee issues, and ensures compliance with regulatory standards and internal procedures. Depending on the unit, this includes supervising and supporting staff located at Central Health and CommUnityCare clinic sites, the Central Health Navigation Center, and in community-based settings, ensuring consistent delivery of high-quality services to clients. This role also acts as a liaison between internal departments and external partners to support seamless service coordination and promote access to care.

The Eligibility and Financial Screening Supervisor works closely with the Eligibility and Enrollment Manager to monitor key performance indicators, implement process improvements, and ensure the accuracy and integrity of client records. This position requires strong management, communication, problem-solving, and organizational skills.

Essential Functions:

• Oversee the daily operations of eligibility and financial screening services, ensuring consistent delivery of high quality, client-centered support across all service locations.
  • Supervise and manage the work, performance and development of assigned team members, including hiring, training, coaching, setting performance goals, conducting evaluations, and taking disciplinary action when necessary.
  • Support training of new staff, ensuring all team members are equipped with the tools, knowledge, and resources needed to perform their roles effectively.
  • Provide policy clarification, procedural guidance, and operational support to staff; stay current with changes in laws, regulations, and program eligibility requirements.
  • Ensure adequate staffing to meet patient demand and departmental needs across clinic sites and other service locations.
  • Resolve complex client issues and staff conflicts in a timely and professional manner; ensures a high standard of customer service and patient satisfaction.
  • Complete file reviews and performance reports on assigned staff; works with leadership to identify gaps, implement corrective actions, and support department goals.
  • Attend community events and represent the organization as needed including evenings and weekends
  • Provide coverage and support by filling in for staff as needed to ensure uninterrupted service delivery.
  • Perform other related duties as assigned.

KNOWLEDGE/SKILLS/ABILITIES:

• Strong planning, organizational, and time management skills, with the ability to prioritize tasks, manage competing deadlines, and maintain attention to detail.
• Excellent interpersonal and customer service skills.
• Bilingual (English/Spanish) highly preferred.
• Proficiency in data entry and use of EMR, Microsoft Office Suite, Excel, and Adobe Pro.
• Strong analytical and processing skills, with the ability to identify trends and improve performance outcomes.
• Knowledge of financial eligibility processes, regulatory standards, and specialty grants (Ryan White, Title V, PHC, Family Planning).
• Ability to effectively solve problems, resolve conflicts and apply critical thinking in a fast-paced environment.
• Ability to work effectively with diverse populations and adjust actions based on client needs.

REQUIRED EDUCATION:

• High School Diploma required.

REQUIRED EXPERIENCE:

• 4 years of experience working in health care, government, non-profit, or a customer service industry. 1 year of supervisory experience may replace 1 year of experience.