Intake Coordinator (Hybrid)

About the role

The Intake Coordinator’s role is to respond to inquiries and complaints from MassHealth members with guidance, information, and referrals in English or their primary language.

Responsibilities

• Inquire/Complaint Documentation and Data Collection: Answer inquiries from the public, particularly Spanish, Portuguese, or Mandarin-speaking members of MassHealth health plans. Provide accurate and thorough answers (conducting research as necessary) in response to member requests for information. Provide members with referrals and “warm hand-offs” to external organizations when appropriate. Determine when it is appropriate to open either an inquiry or a complaint and label it with the correct theme or trend. Collect member data and document pertinent information in My Ombudsman’s database in accordance with program policies. Forward relevant case files or information to the assigned Ombudsman and/or Team Director in accordance with program policies. Flag emerging urgent or time-sensitive cases and alert the appropriate parties in accordance with program policies.
• My Ombudsman, DPC, and MassHealth Knowledge: Learn the mission, philosophy, background, and operations of My Ombudsman and the Disability Policy Consortium. Build and maintain a strong foundation of MassHealth and health plan knowledge. Stay current with new MassHealth policies and health plan updates.
• Member Communication and Support: Interact with all members compassionately and respectfully while remaining professional and impartial. Apply principles of disability rights, independent living, and accessibility when listening to and responding to member concerns. Employ active and mindful listening techniques while maintaining healthy, professional boundaries. Communicate with all members in an approachable, professional, and easy-to-understand manner.
• Privacy and Confidentiality: Maintain the privacy, integrity, and storage of personal identifying information in accordance with program policies. Keep paper copies of personally identifying information (PII) or other sensitive information in locked filing cabinets and/or offices identified by DPC. Ensure that third parties are not allowed access to physical or electronic data or records. Comply with all applicable laws, regulations, and contractual provisions and abide by the procedures and requirements to maintain privacy and confidentiality, as outlined by the Executive Office of Health and Human Services.

Qualifications

• Skills: Fluency in spoken and written English with additional languages as a strongly preferred and valuable skill. Direct experience providing customer support via phone and ease of working with people of various backgrounds, levels of education and abilities. Excellent problem-solving and conflict-resolution skills. Strong command of the phone, computer, and navigating the internet. Ability to work effectively in a team environment. Ability to properly maintain proprietary and confidential information.
• Experience: At least one year of experience working in the customer service industry, healthcare settings, social services field, or related areas. Strong preference for someone with lived experience or extensive cultural knowledge of a given culture/community, the disability community, or other communities we serve. Prior experience with state or federal health care programs for people with disabilities is preferred. Prior knowledge of ombudsman programs, disability civil rights policy, and the healthcare environment in Massachusetts is a plus, but not required.

Pay

$42,000 to 48,000 per year.

Schedule

Full-time position.