GENERAL SUMMARY OF POSITION:

Under the general direction of the Director or designee, the SSP Program Coordinator conducts client case analysis, processes benefit eligibility determinations, and provides telephonic client assistance in a fast-paced, call-heavy environment.  The Program Coordinator will obtain, review, verify and process client information and determine eligibility.  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 ForHealth Consulting, a division of UMass Chan Medical School, administers the SSP on behalf of DTA.

MAJOR RESPONSIBILITIES:

• Complete comprehensive case reviews to determine client benefit eligibility by researching, analyzing and validating data, and processing incoming eligibility information, applying knowledge of state and federal regulations.
• Handle inbound and outbound calls with clients, payees and other parties who have questions, concerns and requests related to SSP.
• Conduct all calls with a patient, calm and respectful demeanor, and provide clear, concise and consistent information that accurately reflects current program policies and procedures.
• Make accurate and timely updates to client case records (demographic, eligibility, and payment details) as necessary and as determined by incoming information from various sources, including submitted forms and documentation, phone calls, external data files and reports, and system queues.
• Evaluate and monitor client cases to ensure compliance with applicable rules and regulations.
• Assist in identifying potential quality assurance, quality control, program integrity and system issues and areas for continuous quality improvements.
• Assist in the development of program procedures in compliance with policies and regulations.
• Assist in the design and testing of changes and additions to SSP system functionality.
• Represent the program at SSP appeal hearings as assigned, providing an explanation of SSP’s determination based on state and federal regulations.
• Participate in various analysis and special projects and prepare reports of findings as assigned.
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Management, Accounting or related field, or equivalent experience
• 1-3 years of related business experience.
• Ability to interpret state and federal laws and regulations.
• Strong attention to detail.
• Assist in the preparation of data and analysis of information as requested for reports.
• Implement and manage tasks in accordance with program objectives.  
• Demonstrated ability to handle confidential information and to exercise judgment and discretion.
• Excellent oral and written communication skills.

PREFERRED QUALIFICATIONS:

• Demonstrated knowledge of public assistance programs, preferably Title II and Title XVI of the Social Security Act and those administered by the Department of Transitional Assistance or similar public service agency
• Case management, client assistance or customer service experience
• Fluency in an additional language, preferably Spanish.

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