OPWDD Eligibility Team Lead

Outsourcing Staffing Advantage is seeking a highly capable and motivated OPWDD Eligibility Team Lead to lead a growing team supporting families through the OPWDD eligibility process in New York. The Team Lead will initially undergo comprehensive training with the client's New York-based team to master the full eligibility workflow, systems, and standards. Once fully trained, this individual will be responsible for building, training, supervising, and supporting a local team of OPWDD Eligibility Case Managers.

The ideal candidate is a strong leader and trainer who is highly organized, proactive, empathetic, comfortable working with families, and capable of learning complex processes quickly. This person must be able to take ownership of the operation, maintain high quality standards, and ensure that cases move efficiently from referral through approval.

Key Responsibilities

• Complete comprehensive training with the client's New York-based team to learn the full OPWDD eligibility process, procedures, systems, and service standards.
• Collaborate with referring agencies throughout the eligibility process by accepting incoming referrals, maintaining clear communication, providing appropriate case updates, and keeping referral partners informed of progress and outcomes.

• Master the complete case lifecycle, from receiving a referral through documentation, evaluation coordination, application submission, follow-up, and approval.
• Build, train, onboard, and mentor a team of Eligibility Case Managers.
• Provide ongoing coaching, guidance, and support to team members to ensure consistent performance and quality.
• Monitor team workload, case progress, deadlines, and follow-up activities.
• Ensure each case is handled accurately, efficiently, and according to established procedures.
• Review case documentation and applications for completeness, accuracy, and compliance before submission.
• Monitor cases through each stage of the eligibility process and identify delays, missing documentation, or other issues requiring attention.
• Support Case Managers with complex or escalated cases and client situations.
• Communicate regularly with the client's New York-based team and maintain alignment on processes, expectations, and priorities.
• Help establish and maintain standardized workflows, procedures, and best practices for the local team.
• Track team performance and operational metrics, including case volume, progress, turnaround times, and completion rates.
• Identify process improvements that can increase efficiency, reduce delays, and improve the family experience.
• Maintain accurate records and case notes within the designated CRM and other systems.
• Ensure the team consistently provides professional, empathetic, and timely communication to families.
• Serve as the primary point of contact for operational questions and provide regular updates regarding team performance and case status.
• Assist with hiring and onboarding additional team members as the operation grows.
• Help create a strong team culture focused on accountability, quality, efficiency, and client service.

Requirements

• Proven experience in a team lead, supervisory, training, or management role.
• Demonstrated ability to train, coach, and develop employees.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills in English and Spanish.
• Experience working with customers, patients, families, or clients in a professional service environment.
• Strong attention to detail and ability to manage multiple cases simultaneously.
• Comfortable learning and working with CRM systems and other technology platforms.
• Proficiency with Microsoft Office, Google Workspace, and similar business tools.
• Ability to learn and master a complex process quickly and accurately.
• Strong problem-solving and decision-making skills.
• Ability to work independently while maintaining close communication with a U.S.-based team.
• High level of professionalism, empathy, accountability, and reliability.

Preferred Qualifications

• Experience in healthcare, home care, behavioral health, social services, case management, or a related field.
• Previous experience working with OPWDD, Medicaid, developmental disability services, or eligibility processes.
• Experience working with families and individuals with special needs.
• Experience using healthcare, intake, case management, or CRM platforms.
• Previous experience supporting U.S.-based organizations or clients.
• Familiarity with New York healthcare or social service processes.

Benefits

• Opportunity to work on diverse and exciting projects.
• Supportive and collaborative work environment.
• Weekly payments.
• Weekly incentives based on performance.
• Weekends off.
• Hiring bonus.
• Loyalty Bonus
• Annual Performance Salary Review Increases up to 10%
• Paid Breaks
• Growth opportunities.
• Referral bonus.
• National holidays pay double the hourly rate.
• US holidays off when applicable.
• Best work environment in Santiago.
• Morning shift available.
• Back-office positions.
• Paid Breaks
• Annual Performance & Salary Review
• Loyalty Bonus