Overpayment Coordinator

Commonwealth of Massachusetts•Boston, MA

About The Position

The Department of Transitional Assistance (DTA) is seeking an Overpayment Coordinator for its Overpayment Management Unit (OMU). The coordinator provides leadership, supervision, and operational oversight to Overpayment Support Specialists, coordinating workflow, referral routing, inventory management, and timely processing of overpayment-related activities. The role supervises staff responsible for claims support and administrative hearing activities, sets workload priorities, oversees referral inventories, and ensures referrals are appropriately assigned, routed, and processed under established policies, procedures, and operational requirements. The position requires leadership, organizational, analytical, and problem-solving skills, including the ability to manage competing priorities, monitor performance, and identify opportunities to improve operational efficiency. The coordinator works with analysts, hearing and collections staff, legal staff, management, and other stakeholders, and ensures the confidentiality and security of sensitive client and case information. DTA administers public assistance programs for low-income Massachusetts residents. Its mission is to help individuals and families meet basic needs, improve their quality of life, and achieve long-term economic self-sufficiency through food and nutritional assistance, economic assistance, and employment supports.

Requirements

At least four years of full-time, or equivalent part-time, experience in investigatory or law enforcement work, or regulatory administration work; an equivalent combination of the required experience and permitted substitutions may qualify.
A bachelor's or higher degree may substitute for up to two years of required experience; education toward a degree is prorated based on the proportion of requirements completed.
Knowledge of general report-writing methods.
Ability to write concisely, express thoughts clearly, and develop ideas in logical sequence.
Ability to gather information by questioning or observing individuals, examining records and documents, and using investigative techniques.
Ability to accurately record information provided orally.
Ability to assemble information according to established procedures and determine the appropriate format and procedure for doing so.
Ability to analyze data, determine its applicability, draw conclusions, and make appropriate recommendations.
Ability to read and interpret legal documents, including court decisions, briefs, opinions, and contracts.
Ability to exercise discretion when handling confidential information.
Ability to understand, explain, and apply laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned activities.
Ability to deal tactfully with others and establish and maintain harmonious working relationships.
Ability to remain calm in stressful situations and emergencies and adapt to varied work situations.
Knowledge of the principles, practices, and techniques of supervision.
Knowledge of investigative techniques.

Nice To Haves

Knowledge of supervisory principles, workflow management, operational oversight, staff development, and performance management.
Experience supervising, training, coaching, and evaluating staff engaged in claims support, administrative hearing support, or related case management activities.
Ability to assign, prioritize, and monitor workloads, manage competing priorities, and meet deadlines in a high-volume operational environment.
Knowledge of SNAP, TAFDC, and EAEDC eligibility requirements, reporting responsibilities, overpayment policies, and administrative hearing procedures.
Knowledge of the Department's Claims Management Plan and applicable state and federal requirements governing overpayment claims.
Familiarity with Overpayment Management Unit operations, referral routing, inventory management, and operational performance standards.
Ability to assess referrals, determine appropriate routing or escalation, and exercise sound operational judgment.
Ability to identify workflow bottlenecks, operational risks, and performance concerns and recommend or implement corrective actions.
Experience monitoring staff productivity, work quality, processing timeliness, and compliance with procedures and performance expectations.
Strong analytical and organizational skills, including preparing operational reports, analyzing inventory data, maintaining workflow records, and tracking performance measures.
Ability to interpret and apply applicable laws, regulations, policies, procedures, and operational guidelines.
Experience supporting operational planning, process improvement, workload balancing, and backlog reduction.
Effective written and verbal communication and ability to collaborate with management, staff, hearing officers, legal staff, collections staff, and other stakeholders.
Experience using the Department's BEACON case management system and electronic document management systems.
Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
Ability to maintain confidentiality and safeguard sensitive client and case information.

Responsibilities

Supervise, train, coach, and evaluate Overpayment Support Specialists to support effective unit operations and compliance with applicable requirements.
Provide staff with ongoing guidance, technical assistance, on-the-job training, and performance feedback.
Assign, prioritize, and monitor workloads to support timely completion, consistent work quality, and operational objectives.
Monitor staff productivity, performance, timeliness, and adherence to procedures and performance expectations.
Oversee daily workflow operations, referral queues, and inventory management in the Overpayment Management Unit.
Review referrals and determine appropriate assignment, routing, escalation, or other operational action.
Coordinate referral movement among operational units and external partners.
Monitor referral inventories, aging cases, processing timelines, and workload distribution; identify delays and implement corrective actions.
Identify workflow bottlenecks and opportunities to improve efficiency, productivity, and inventory management.
Review reports, records, memoranda, and other operational documents for accuracy, completeness, and compliance with standards.
Ensure staff follow claims management procedures, administrative hearing support requirements, documentation standards, and operational guidelines.
Maintain workflow tracking records, referral inventories, operational reports, and management information.
Collaborate with Overpayment Analysts, hearing staff, collections staff, legal staff, management, and other stakeholders to resolve workflow issues and coordinate operations.
Assist management with operational planning, process improvement, performance assessments, and backlog reduction strategies.
Protect confidential client and case information in accordance with agency policies, the Department's Claims Management Plan, and applicable state and federal requirements.
Perform other related duties as assigned.