Intake Coordinator

Commonwealth of Massachusetts•Quincy, MA

About The Position

MassHealth’s Board of Hearings Unit is seeking an Intake Coordinator to assist the Hearing Administrator with intake policies and processes for incoming fair hearing requests. The role includes drafting and updating policies and procedures to address workflow needs, coordinating mail and fax intake, and supporting appeal verification processes under the Hearing Administrator’s supervision. The Intake Coordinator serves as a liaison with MassHealth Enrollment Centers and other agency units on questions related to fair hearings. The position supports the appropriate and timely handling of appeals, helps prevent jurisdictional and scheduling errors, and provides information and assistance to staff and members of the public. It also supports electronic records, record retention, file digitalization, and archival processes. Minimum entrance requirements include two years of qualifying professional, administrative, or managerial experience in business or public administration involving program management, administration, coordination, planning, or analysis, or an eligible equivalent combination of experience and education. A bachelor’s or higher degree in business administration, business management, or public administration may substitute for the required experience; a bachelor’s or higher degree in another major may substitute for up to one year.

Requirements

At least two years of full-time or equivalent part-time professional, administrative, or managerial experience in business administration, business management, or public administration involving program management, administration, coordination, planning, or analysis, or an equivalent combination of experience and substitutions.
A bachelor’s or higher degree in business administration, business management, or public administration may substitute for the required experience; a bachelor’s or higher degree in another major may substitute for up to one year of required experience.
Knowledge of human resource management principles and practices, including behavior techniques, planning, forecasting, and organizational development.
Knowledge of methods for writing, preparing, and reading tables and reports.
Ability to understand regulations, policies, and procedures governing the Board of Hearings.
Ability to gather information, formulate questions, and make recommendations for resolution.
Ability to give precise and understandable written and oral instructions.
Ability to manage direct reporting staff tactfully and effectively and assist in coordinating supervision of clerical staff.
Ability to adjust to changing situations and meet emergency or changing program requirements.
Proficiency with Word, Excel, Microsoft Teams, and Zoom.
Ability to learn and access information systems supported by various technological platforms.
Ability to maintain confidentiality and privacy in compliance with state and federal regulations.

Nice To Haves

Ability to gather information, formulate questions, and make recommendations for resolution.
Ability to maintain a staff calendar, accurate records, and reports.
Ability to effectively multitask and work in a busy environment.
Ability to adjust to changing situations and meet emergency or changing program requirements.
Ability to exercise sound judgment.
Proficiency with Word, Excel, Microsoft Teams, and Zoom.
Ability to learn and access information systems supported by a variety of technological platforms.
Ability to exercise discretion in handling confidential information.
Ability to assist in coordinating and supervising clerical staff.

Responsibilities

Assist in developing and implementing intake procedures to ensure appropriate and expeditious disposition of appeals and avoid jurisdictional and scheduling errors.
Serve as a subject matter resource to administrative intake, scheduling, and hearing officers for validating information in MMIS, MA-21, HIX, PACES, MyWorkSpace, Virtual Gateway, Appeals Processing System, and other legal case management systems.
Assist in developing workflow charts and reviewing administrative functions related to screening fair hearing requests.
Respond to program staff and others with information concerning scheduled hearings.
Serve as a resource to the public and liaison with legislative offices regarding fair hearings and claims for adjudicatory hearings.
Liaise with MassHealth Enrollment Centers, providers, and agency units regarding questions related to hearings.
Assist with system inquiries and notice searches, forms, reports, and correspondence as needed by staff.
Help maintain electronic records and files.
Provide telephone coverage for incoming calls and inquiries.
Assist with record retention, file digitalization, and archival processes.
Assist the Hearing Administrator with intake policies and processes, including drafting and updating policies and procedures.
Coordinate mail and fax intake and appeal verification processes under the Hearing Administrator’s supervision.