We Are Hiring Client Support Supervisor:
Location: White River Junction, Vermont, 72 South Main Street
Work Hours: Monday - Friday, 8am - 4pm
About Us:
ARIS Solutions is more than a workplace – it's a community dedicated to financial excellence and employee well-being. We enable our agency partners to focus on providing quality support to individuals with disabilities and veterans by managing their administrative and financial work. We believe that everyone should be able to stay in their own homes and choose their own care providers.
About the role:
The role of the Client Support Supervisor is to oversee daily, and technical aspects of Client Support related to Medicaid payroll process and consumer/participant, employer and employee enrollment. Also responsible for ensuring high-quality service delivery, achievement of performance goals, appropriate coaching, training, and support for the client support team. Serves as a liaison between the Union (AFSCME) and ARIS Solutions; partners closely with FMS Director for initiatives involving the division. The ideal candidate is a strong leader who can balance operational efficiency with exceptional customer experience.
Duties and Responsibilities:
· Supervise, coach, train, and support Client Support Team Staff
· Foster a positive, engaged, and accountable team environment
· Ensure timely and accurate handling of over 3,500 incoming calls per month by available staff
· Research and handle issues and escalations with time sheets, payments, budgets or other requests
· De-escalate and address the issues of irate callers
· Troubleshoot technical issues related to receipt of timesheets
· Liaison for AFSCME/Union-related activities
· Monitor and compile real-time and historical performance metrics (call volume, wait times, service levels, quality scores, customer satisfaction)
· Ensure adherence to company policies, procedures, and compliance requirements
· Track incoming consumer/participant budgets
· State and Federal Department of Labor liaison
· Partner with community organizations to provide training and technical assistance
· Meet with clients in person on-site to answer and review programs
· Research and resolve issues related to timesheets, budgets and employer/employee enrollments
· Partner with leadership to implement strategies that meet overall division and organization goals
· Provide support to other ARIS Solutions staff, as needed
· Other duties as assigned
