Overview

General Summary:

Under the general supervision of the Operations Manager, this position is responsible for the initial review and processing of all incoming and outgoing written and electronic correspondence, records, disability supplements, medical information, and related materials.

This position provides the primary mailing, receipt, review, and customer service functions for disability supplements (Mass Health or other agencies). Decisions made in this area directly impact the time line for the disability review process and for the determination of benefits for Mass Health and other agency applicants. Staff has frequent interaction with applicants, their representatives, hospitals and other facilities, Mass Health or other agency personnel. The nature of the interactions requires knowledge of complex eligibility requirements for Mass Health or other state benefits and a thorough understanding of the benefit application process for multiple programs. The position also requires an extensive knowledge of complex state and DES databases for both inquiry and data entry purposes.

Responsibilities

• Perform initial review of disability supplements for accuracy, completeness and to ensure the application is compliant with all state and federal regulations.
• Track the status of deliverables due for the supplement process, campaign mailing(s) and other special projects, following up when necessary to ensure adherence to the established process or project timelines.
• Compare the status of all supplements received with external client databases and internal DES databases; process client demographic information and create Mass Health or other client tracking forms for processing by DES staff.
• Prepare spreadsheets for reporting data, maintaining accuracy in multiple data bases for tracking of disability supplements.
• Update client records in multi proprietary databases to ensure that all case related information is accurate and timely.
• Provide technical assistance to DES personnel and external agencies concerning the enrollment/application process and to ensure compliance with established policies, procedures and standards.
• Review pertinent communications from Mass Health or other agencies on a daily basis to understand the process and implement any operational changes.
• Interface with Mass Health or other agency Enrollment Centers to ensure proper processing of disability supplements, and with the UMMS centralized mail room to coordinate courier delivery and pickup. Prepares correspondence notices sent electronically for general mail, faxing, UPS, express services, and UMMS courier.
• Conduct research regarding client application location and status in Mass Health or other agency databases and DES databases.
• Provide customer service to Mass Health clients to assist them with the complex benefit enrollment process.
• Conduct follow-up calls to clients to solve problems and to ensure successful enrollment in Mass Health.
• Manage the receipt of electronic medical records through use of an UMass secure file transfer protocol (SFTP) site, and ensure its distribution to the appropriate DES staff.
• Evaluate department processes for efficiency and make recommendations for change that improves operations and/or customer service.
• Demonstrate initiative and independent judgment in organizing and completing projects.
• Respond to emergencies, independently prioritize activities in the absence of other team members and effectively coordinate other resources when necessary.
• Perform other duties as required.

Qualifications

• Associates Degree in Business Administration, a related field, or equivalent related experience.
• 3 years of related experience
• Ability to work in a team and meet performance deadlines in a dynamic environment
• Excellent oral and written communication skills
• Strong interpersonal skills required to interact with all organizational levels; demonstrated ability to work appropriately with confidential information
• Demonstrated ability to utilize independent judgment, assesses priorities, and operates in a flexible manner in order to meet the dynamic needs of the department
• Proven organizational, analytical and time management skills
• Proficiency with software applications including, but not limited to: Microsoft Word, PowerPoint, Excel, Access, Project and Visio