Escalation Supervisor Jobs (NOW HIRING)

Salary: $43,620.00 Annually
Location : Statewide, SC
Job Type: FTE - Full-Time
Job Number: 191593
Agency: Department of Health and Human Services
Division: Eligibility, Enrollment, and Member Services (EEMS)
Opening Date: 08/11/2026
Closing Date: 8/17/2026 11:59 PM Eastern
Class Code:: GA45
Position Number:: 60015792
Normal Work Schedule:: Monday - Friday (8:30 - 5:00)
Pay Grade: GEN06
Hiring Range - Min.: $43,620.00
Hiring Range - Max.: $43,620.00
EEO Statement: Equal Opportunity Employer
Agency Specific Application Procedures:: Failure to provide detailed and complete information may result in your application not being referred.
Veteran Preference Statement: South Carolina is making our Veterans a priority for employment in state agencies and institutions.
Job Responsibilities
The Agency's mission is to be boldly innovative in improving the health and quality of life for South Carolinians.
This position is located in Specialty Unit, Statewide.
This is an in-office role and not a telecommute or remote position.
Are you the One? We are looking for an EEMS Escalation Supervisor I (LTC), who will serve as Supervisor and is responsible for the leadership and direction of the Tier One Escalation LTCW Escalation Specialists. Responsible for timely and accurate eligibility determinations and positive customer service. Is directly responsible for ensuring team members are held accountable for timely and accurate determinations. Serves as the back up point of contact for the EEMS Escalations Supervisor (LTC).

• Leads a team of skilled Medicaid Eligibility Specialists, directing the efforts of Specialists and managing work within the team. Monitors team member performance on a day-to-day basis. Implements agency-standard workflow processes and procedures. Provides guidance to team members and agency managers on the effectiveness of agency policies, procedures, and processes. Ensures Specialists are held accountable to established guidelines for the performance of workplace duties.
• Receives and interprets employee performance reports and provides accurate counseling to Eligibility Specialists in a timely manner. Performs correct administrative follow-up activities after employee counseling and consults human resources when needed to complete employee evaluation or disciplinary action. Reviews and assist with identifying staff needs, workforce development opportunities and forecasting training opportunities for staff within the LTC Escalation Team. Identifies high-performing employees as candidates for reward or promotion. Provides positive reinforcement and messaging to employees about departmental goals and standards. Leads a team that meets, in the aggregate, Medicaid Eligibility Specialist performance standards.
• Provides technical assistance to Medicaid Eligibility Specialists and aids in the resolution of common questions, concerns, and escalations received by Medicaid Eligibility Specialists. Accurately addresses or routes questions and escalations to the appropriate resource including team leads, training staff, or help desk professionals, among others. Periodically spot-checks worker performance with respect to attendance, productivity, completeness of application workbooks, and accuracy of determinations.
• Performs fundamental supervisory and leadership functions in accordance with Department policies and procedures, best practices and Federal and State rules and regulations, especially with regard to Equal Employment Opportunity Commission (EEOC) standards. Maintains an effective organizational team and motivates staff to accomplish mission critical operations and objectives. Promotes workforce engagement and a safe, professional, and productive work environment for all employees.
• Attends meetings and training sessions as required. Makes and keeps schedules, completes tasks timely and reports to work timely. Assists eligibility management and senior leadership with projects as assigned. Performs related duties as assigned or required. Ensures Eligibility Specialists attend and successfully complete all training. Performs and coordinates preparedness/shelter duty activities as assigned.
• Serves as the back up point of contact for the Program Coordinator II, EEMS Escalations Supervisor (LTC). Works closely with Member Services, Bureau of Managed Care Organization, and Appeals to address opportunities for enhancing customer service. Ensures accurate eligibility determinations and strives to improve stakeholder experience and outcomes. As needed, provides data driven recommendations to leadership of trends and findings, address federal standards of promptness guidance, and strives to increase efficiency and productivity. Collaborate and streamlines with stakeholders and state agencies to ensure all expectations are met.

The South Carolina Department of Health and Human Services offers an exceptional benefits package for FTE and TGE positions that includes:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children.
• 15 days annual (vacation) leave per year.
• 15 days sick leave per year.
• 13 paid holidays.
• State Retirement Plan and Deferred Compensation Programs.

Minimum and Additional Requirements
A high school diploma and relevant experience in customer services, social services, human services, and/or Medicaid processing.
A bachelor's degree may be substituted for the required program experience.
Preferred: At least two (2) years of supervisory experience
Additional Requirements:

• Requires holder to drive routinely.
• Occasional overnight travel
• Overtime and/or weekend work with Deputy approval.
• Sitting or standing for long periods of time.
• Lifting requirements: 20 lbs.
• Valid driver's license
• Requires Emergency Preparedness/shelter duties
• In-office Role

Preferred Qualifications

• Extensive knowledge of the Medicaid Program, human services programs, or eligibility processing preferred.
• Supervisory and management experience preferred. Knowledge of laws, regulations, policies and procedures relevant to Medicaid eligibility.
• Ability to exercise judgment and discretion.
• Ability to establish and maintain effective working relationships.
• Ability to effectively manage time and prioritize tasks and projects with competing deadlines.
• Demonstrated ability to lead and manage a diverse staff.
• Ability to communicate and collaborate with staff from different levels of the workforce.

Additional Comments
Please complete the State application to include all current and previous work history and education. A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position. Supplemental questions are considered part of your official application for qualification purposes. All applicants must apply online. All correspondence from the Office of Human Resources will be through electronic mail.
The South Carolina Department of Health and Human Services is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.
Benefits for State Employees
The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.
Insurance Benefits
Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.
Retirement Benefits
State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.
Workplace Benefits
State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.
Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.
01
The responses you provide to these Supplemental Questions will be used in combination with your application to determine whether you meet the minimum qualification requirements. Please, thoroughly complete the Education and Work Experience sections of your application and the Supplemental Questions. Failure to provide detailed and complete information will result in your application being rejected. Any misrepresentation or omissions will result in your disqualification from employment and/or termination. You may not submit resumes in lieu of filling out the application or answering the Supplemental Questions. I acknowledge that I have read, understand, and agree with the above.

• Yes
• No

02
Would you be willing to accept a salary of $43,620?

• Yes
• No

03
Do you have a high school diploma or higher?

• Yes
• No

04
Do you have relevant experience in customer services, social services, human services, and/or Medicaid processing?

• Yes
• No

05
Do you have a valid driver's license? If yes, please provide license number and state of issuance.
06
Do you wish to claim Veteran Preference? If yes, you must submit a copy of your DD214 Form with your job application in order to qualify and claim this preference?

• Yes
• No

07
How did you hear about this career opportunity?
Required Question