GENERAL SUMMARY OF POSITION:
Under the general direction of the Director or designee, the Supervisor of Eligibility Operations manages a group of staff who conduct client case analysis, process benefit eligibility determinations and provide telephonic client assistance in a fast-paced, call-heavy environment. The Eligibility Operations Supervisor will ensure adequate staffing levels for the various operational tasks, offer guidance to staff in matters of policy and procedure, handle escalated phone calls that require special assistance or intervention, conduct regular staff reviews to encourage excellence and take corrective action where necessary, offer training presentations, lead meetings, and be responsible for the overall quality of reporting staff’s work. The State Supplement Program (SSP) is a Department of Transitional Assistance (DTA) program that provides approximately $200 million annually in cash payments to more than 190,000 low-income, aged and disabled residents of Massachusetts. The Health Care Finance Solutions (HCFS) group in Commonwealth Medicine, a division of UMass Medical School, administers the SSP on behalf of DTA.