Lead Disability Assistant - Sourcing Requisition

Position Summary

The Lead Disability Assistant coordinates administrative processing of disability determinations for all in and out of state contracts under the supervision of the Operations Manager. This role involves strategic decision-making on case assignment, work flow management, and training of Disability Assistants.

Essential Functions

• Manage unit work flow, ensuring proper numbers of Disability Assistants are assigned to each task daily.
• Train new and existing Disability Assistants in work functions and job duties.
• Maintain customer service phone queues for adequate coverage and provide escalation responses for front line staff.
• Monitor key performance indicators within the unit.
• Act as the unit's Disability Liaison for agency partner inquiries and issues.
• Track priority case requests and ensure prompt completion of work on such cases.
• Initial review of all disability supplements for accuracy, completeness, and alerting SPMP of priority cases and important clinical information.
• Make complex decisions regarding privacy matters, including determining who DES may exchange information with, what information may be mailed, and what is required by HIPAA.
• Communicate with agencies about cases that do not meet HIPAA requirements for protected healthcare information and consult with SPMP about decisions regarding whether to return cases to agencies or clients for further development.
• Telephone contact with clinical treating sources to ensure timely receipt of clinical information at the request and direction of SPMP.
• Review information in external databases such as the Massachusetts Medicaid Information System and MassHealth MA21 databases to identify cases that SPMP could complete quickly.
• Cook up transportation of clients to consultative examinations and provide feedback to SPMP on unusual circumstances impacting the review process.
• Make decisions for rescheduling of clients' clinical evaluations based on agency guidelines and provide input and feedback to SPMP.
• Explain complex state and federal regulations to clients, agencies, and medical providers, answering disability process questions as they arise.

Required Qualifications

• A 2-Year College Degree in business or a related field.
• 5-7 years of relevant office experience.
• Demonstrated knowledge of medical terminology or willingness to take a course in Medical Terminology.
• Knowledge of HIPAA laws and regulations, especially as it relates to the confidentiality of PHI.
• Knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.
• Organizational and excellent interpersonal skills, oral and written communication skills necessary to interact with all levels of personnel.

Preferred Qualifications

• Experience in a medical setting.
• Experience working as a member of an inbound/outbound call center.
• Experience training staff on complex tasks.
• Ability to create PowerPoint demonstrations for the purpose of training staff.
• Thorough understanding of DES's processes and procedures pertaining to all in and out of state contracts.
• Ability to create processes and procedures for new programs as needed.