University of Massachusetts Medical School

  • Team Lead - Claiming Operations

    Minimum Salary US-MA-Shrewsbury
    Job Location 1 month ago(5/18/2018 11:29 AM)
    Requisition Number
    # of Openings
    Posted Date
    Exempt/Non-Exempt Status
    Non Union Position -W60- Non Unit Professional
  • Overview


    Under the general direction of the Operations Manager or designee, the Team Lead is responsible for client training, presentations, education, development & delivery of webinar trainings, and occasional travel for trainings at client locations. This position will be the lead customer service contact for client requests, escalated calls, and other assigned program areas.  The Team Lead is also responsible for coaching and educating unit operations staff including oversight of the call center team. 



    • Develop and deliver client-related training, education, and presentations for the program.
    • Participate in and lead CQI activities within the program, including system reports for accuracy and completeness of information, and identifying bugs & creating recommendations for enhancements.
    • Provide guidance to team members regarding new client requests & projects to ensure information is accurately captured and communicated.
    • Assist Operations Manager in administration of call center training, documentation and communication roll outs.
    • Enhance and maintain customer inquiry tracking system and develop management reports.
    • Participate in large program/department related projects and/or lead smaller client or program specific projects.
    • Review and audit correspondence sent to stakeholders including providers, participants, Medicaid coordinators, and vendors for quality assurance.
    • Receive and provide accurate and timely resolutions on escalated calls from stakeholders including providers, participants, Medicaid coordinators, and vendors.
    • Initiate and maintain contact with key program personnel including staff, department heads and external parties.
    • Work with the Operations Manager and Program Director to develop and conduct trainings for program staff related to the Random Moment Time Study and Medicaid claiming processes as needed. Training formats will include webinars, online training videos, and on-site/in-person trainings.
    • Prepare multi-media presentations and reports utilizing a variety of software applications.
    • Assist Director & Operations Manager in developing and providing staff training.
    • Maintain current knowledge of state and federal regulations.
    • Maintain the confidentiality of all business documents and correspondence according to HIPAA, university, and program guidelines.
    • Adhere to appropriate state and federal regulations and departmental policies and procedures.
    • Perform other job related duties as required.



    • Bachelor’s degree in business or related field; or equivalent experience.
    • 3-5years of related experience within health and human service programs or related field.
    • Demonstrated ability to review, analyze and assess technical data and systems.
    • Excellent verbal and written communication skills.
    • Must possess strong organization and time management skills, operate in a flexible manner, and be able to work on multiple tasks under strict deadlines.
    • Demonstrated ability to research and resolve complex issues.
    • Ability to work independently and in group setting.
    • Proficiency with Microsoft Office software (Word, Outlook, Excel, Access), with focus on spreadsheet and database applications.

    Additional Information


    • Prior supervisory experience
    • Prior presentation/training experience
    • Prior customer service experience


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