Outreach Liaison

About the role

The Outreach Liaison supports My Ombudsman in helping people with and without disabilities access care from their MassHealth health plans. They handle inquiries and intakes, document communications, and participate in community outreach.

Responsibilities

• Receive and respond to inquiries from the general community via phone and email.

• Conduct intakes for MassHealth health plan members when they contact My Ombudsman for assistance.

• Document all correspondence and communications in the electronic database.

• Help the Director identify potential trends in member needs.

• Participate in community outreach events.

• Provide in-person and virtual community engagement.

• Communicate respectfully, compassionately, and with accessibility in mind.

Qualifications

• Cleaning driving record and current driver's license.

• Able to drive to outreach events via personal car or employer-provided vehicle/transportation.

• Mileage reimbursement for personal car use.

• Previous professional experience with customer/consumer support via phone and/or email.

• Demonstrated interpersonal communication skills with diverse populations.

• Strong verbal and written communication skills in English; strong command of another language is a plus.

• At least two years of experience working in customer service, healthcare, social services, or related fields.

• Prior knowledge of ombudsman programs, disability civil rights policy, and the healthcare environment in Massachusetts and/or MassHealth is a plus.

Skills

• Strong verbal and written communication skills in English.

• Strong verbal and written command of another language is a plus.

• Demonstrated interpersonal communication skills with people of various backgrounds, levels of education, and abilities.

• Effectively able to convey complex information in a simple, clear, and understandable manner.

• Demonstrated ability to remain calm and nonjudgmental in a crisis.

• Excellent problem-solving and conflict-resolution skills.

• Excellent note-taking, organizational, and multitasking 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.

Benefits

• Fully paid Dental, Life, and Long-Term Disability insurance.

• Monthly Health Insurance premium stipend.

• 13 Paid holidays per year.

• 120 Hours of Paid Vacation and 80 Hours of Paid Sick time per year.