Eligibility Supervisor (Call Center)

Req No.
Central Health
Job Locations
US-TX-Austin | US-TX-Austin
Regular Full-Time


Under general direction, responsible for day-to-day operations of the eligibility services program including direct supervision of staff, resolution of customer and employee issues and complaints and serving as liaison with external organizations.


Hires and supervises staff in accordance with personnel policies and procedures including orientation and training, providing career development advice, establishing employee goals, conducting performance reviews, coaching, counseling and disciplining staff, and recommending terminations if needed.

Responsible for day-to-day operations of eligibility services program and compliance with performance standards.

Provides policy clarification, guidance and consultation.

Conducts conflict resolution and resolves complex problems.

Confers and acts as liaison with representatives of other public and private organizations to provide support and services.

Performs other duties as assigned.


Knowledge of:

Administrative and clerical procedures and systems such as word processing and data base systems, filing and records management systems, transcription, and other office procedures and terminology


Skill in:

Teaching others how to do something and assessing how well one is doing when learning or doing something
Persuading others to approach things differently
Identifying the nature of problems, implementing solutions, observing and evaluating the outcomes of a problem solution to identify lessons learned or redirect efforts
Thinking critically using logic and analysis to identify the strengths and weaknesses of different approaches
Bringing others together and trying to reconcile differences including being aware of others' reactions and understanding why they react the way they do
Providing guidance and direction to subordinates, including setting performance standards and monitoring subordinates
Motivating, developing, and directing people as they work, identifying the best people for the job
Conducting or carrying out work procedures and activities through subordinates
Actively looking for ways to help people and establishing and maintaining effective working relationships
Interviewing and questioning to solicit required information
Coordinating activities by adjusting actions in relation to others' actions
Fluently communicating verbally in English/Spanish
Performing complex operations in Microsoft Office Suite
Using mathematics to solve problems
Communicating information and ideas in speaking and writing so others will understand
Listening to what other people are saying and asking questions as appropriate
Scheduling people to meet the responsibilities of the work unit


Ability to:

Use deductive reasoning to apply general rules to specific problems to come up with logical answers and decide if an answer makes sense
Apply inductive reasoning to combine separate pieces of information, or specific answers to problems, to form general rules or conclusions to come up with a logical explanation for why a series of seemingly unrelated events occur together
Select and hire appropriate staff for the organization
Develop approaches for implementing an idea
Pay attention to details
Make fast, simple, repeated movements of the fingers, hands, and wrists
See details of objects at a close range (within a few feet of the observer)


  • Minimum 60 semester hours from an accredited college
  • 6 years related experience which includes one year of lead or supervisory
  • experience and verbal fluency in English/Spanish and some basic Spanish reading comprehension


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