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.

MAJOR RESPONSIBILITIES:

• Responsible for the timely and accurate processing of eligibility and demographic transactions.
• Lead the Eligibility Operations team and foster a successful, cooperative working relationship with other Program areas including Financial Operations, Data Analysis, Disability Evaluation, Customer Service, Policy and Appeals.
• Lead the development and documentation of  SSP policies and procedures to include coordination with state agencies as needed
• Possess/acquire and maintain expertise in the systems and processes utilized by SSP
• Participate in development of new Program components and system functionality
• Prepare monthly reports for customers and respond to customer requests for deliverables
• Research and resolve complex issues that may require escalation
• Promote and maintain successful interactions with other units within SSP Operations, as well as among Operations, fair hearings, disability evaluation, and customer service areas.
• Perform complex analysis in support of projects related to populations receiving SSI-SSDI and other federal or state assistance and health programs.
• Prepare internal and external reports in support of Program responsibilities
• Participate in project forecasting and financial analysis in support of Program responsibilities
• Assist in the design of and implementation of instruments to quantify and track transactions
• Perform other job related duties as assigned

REQUIRED QUALIFICATIONS:

• Bachelor’s degree or equivalent experience
• 5-7 years of experience in a business related field
• Demonstrated experience in computer based tools including spreadsheets, database analysis, and word processing
• Knowledge of accounting principles, budgeting, and computer reporting preparation
• Demonstrated project management skills
• Travel required to off-site locations

PREFERRED QUALIFICATIONS:

• Demonstrated knowledge of public assistance programs,  preferably Title II and XVI of the Social Security Act and those administered by the Department of Transitional Assistance or similar public welfare agencies.
• Demonstrated ability to foster teamwork and act as team leader to accomplish goals.
• Experience working with SSI or similar populations receiving public assistance.
• Experience with public assistance eligibility rules.
• Experience with disabled and blind populations.
• Experience working with advocacy groups.
• Previous supervisory and program management experience.
• Experience developing presentations and leading training sessions.
• Knowledge of state and federal regulations as they apply to public assistance programs and fair hearings.
• Demonstrated ability to work under pressure and meet deadlines.
• Ability to spot issues to identify potentially broader matters and escalate as appropriate.

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