Supervisor, Transaction Processing

As the Transaction Processing Supervisor, you will lead the day-to-day operations of the Eligibility Processing Unit, ensuring timely and accurate application and renewal determinations. You will be responsible for maintaining compliance with all contractually required performance standards while supervising Eligibility Health Benefit Coordinators (HBCs), optimizing workflows, and upholding personnel policies. This position requires strong leadership, analytical thinking, and a commitment to operational excellence.

Responsibilities

Operational Leadership

Oversee daily operations of the eligibility determination and renewal functions, ensuring accuracy, timeliness, and compliance with contract requirements.

Maintain adequate staffing levels during regular business hours and extended periods of operation, including overtime, to meet service demands. Establish work procedures, prepare schedules, and manage workflow to support efficient processing.

Study, standardize, and improve procedures to enhance overall operational effectiveness.

Team Management & Development

Supervise Eligibility HBCs, monitoring productivity and conducting performance reviews at least annually.

Ensure staff understand and adhere to contractually mandated performance standards.

Identify training needs and provide coaching, development, and ongoing support.

Provide clear direction to help staff meet service level, quality, and productivity expectations.

Address employee performance concerns and support corrective action planning when needed.

Quality, Compliance & Customer Support

Review productivity metrics and analyze data related to data entry and eligibility processing.

Ensure staff communicate effectively with beneficiaries during outbound follow-up calls.

Address customer inquiries and recommend corrective actions to resolve issues.

Manage escalated cases related to renewals, eligibility determinations, and complex customer situations.

Apply creative problem-solving skills to navigate challenging or unique scenarios.

Develop, implement, and maintain processes that support accurate and efficient eligibility and renewal operations.

Requirements

• Minimum of three (3) years of experience managing an eligibility, transaction processing, or data entry business unit.
• Strong understanding of call center operations, performance metrics, and workforce management.
• Strong analytical, problem-solving, and written communication skills.
• Ability to manage multiple priorities, meet deadlines, and remain flexible in a fast-paced environment.
• Excellent verbal and interpersonal communication skills.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to collaborate effectively with individuals from diverse backgrounds.
• Availability to work overtime, evenings, and some weekend hours, as needed.

Preferred

• Hold a bachelor’s degree.
• Have experience managing remote resources.
• Have supervisory experience in government services related to health and human services.
• Exhibit knowledge of public sector contracting, health care financing, delivery systems, and quality monitoring processes.
• Show general understanding of public health, managed care, human services systems, and local/statewide political environments.
• Be familiar with Medicaid, CHIP, and human services programs, particularly NJ FamilyCare.
• Ability to communicate effectively in Spanish, both verbally and in writing.

Flexible Working

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.

In this role, you can expect the following working conditions:

Onsite work: Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.

Working For You

Perks and rewards designed for you:

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.

Retirement Savings: We will support you as you save for your future.

Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.

Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.

Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.

Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.

Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.

Join Us

At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates.

We strive to create a culture where you can:

• Bring your authentic self to work.
• Grow and thrive, both personally and professionally.
• Make a difference with our clients, in our communities, and with the millions of people we support.

When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $49,126 - $63,800.