Overpayment Coordinator

The Department of Transitional Assistance (DTA) is seeking qualified applicants for the position of Overpayment Coordinator within the Overpayment Management Unit (OMU).

The ideal candidate will provide leadership, supervision, and operational oversight to Overpayment Support Specialists, ensuring effective workflow coordination, referral routing, inventory management, and timely processing of overpayment-related activities.

The Overpayment Coordinator will supervise and monitor staff responsible for claims support and administrative hearing activities, set workload priorities, oversee referral inventories, and ensure referrals are assigned, routed, and processed appropriately in accordance with established policies, procedures, and operational requirements.

This position requires strong leadership, organizational, analytical, and problem-solving skills, as well as the ability to manage competing priorities, monitor performance, and identify opportunities to improve operational efficiency.

Duties and Responsibilities\:

These duties are a general summary and are not all-inclusive.

• Supervise, train, coach, and evaluate Overpayment Support Specialists to ensure effective unit operations and compliance with applicable laws, regulations, policies, and procedures.
• Provide ongoing guidance, technical assistance, on-the-job training, and performance feedback to support staff development and operational effectiveness.
• Assign, prioritize, and monitor staff workloads to ensure timely completion of assignments, consistent work quality, and achievement of operational objectives.
• Monitor staff productivity, performance, timeliness, and adherence to established procedures and performance expectations.
• Oversee daily workflow operations, referral queues, and inventory management activities within the Overpayment Management Unit.
• Review and evaluate referrals to determine appropriate assignment, routing, escalation, or other operational action in accordance with established procedures.
• Coordinate the movement of referrals among operational units and external partners to support timely review, processing, and disposition.
• Monitor referral inventories, aging cases, processing timelines, and workload distribution; identify delays and implement corrective actions as necessary.
• Identify workflow bottlenecks, operational challenges, and opportunities to improve efficiency, productivity, and inventory management.
• Review reports, records, memoranda, and other operational documents for accuracy, completeness, and compliance with established standards.
• Ensure staff adherence to claims management procedures, administrative hearing support requirements, documentation standards, and operational guidelines.
• Maintain accurate workflow tracking records, referral inventories, operational reports, and management information to support performance monitoring and decision-making.
• Collaborate with Overpayment Analysts, hearing staff, collections staff, legal staff, management, and other stakeholders to resolve workflow issues and coordinate operational activities.
• Assist management with operational planning, process improvement initiatives, performance assessments, and backlog reduction strategies.
• Ensure the confidentiality and security of sensitive 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.

Required Qualifications\:

• Knowledge of the methods of general report writing.
• Ability to write concisely to express thoughts clearly and to develop ideas in logical sequence.
• Ability to gather information through questioning or observing individuals.
• Ability to accurately record information provided orally.
• Ability to use investigative techniques to obtain information.
• Ability to gather information by examining records and documents.
• Ability to assemble items of information in accordance with established procedures.
• Ability to determine the proper format and procedure for assembling items of information.
• Ability to analyze and determine the applicability of data, to draw conclusions and make appropriate recommendations.
• Ability to read and interpret legal documents such as court decisions, briefs, opinions, contracts, etc.
• Ability to exercise discretion in handling confidential information.
• Ability to understand, explain, and apply the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned unit activities.
• Ability to deal tactfully with others.
• Ability to establish and maintain harmonious working relationships with others.
• Ability to maintain a calm manner in stressful and emergencies.
• Ability to adapt to varied work situations.
• Knowledge of the principles, practices, and techniques of supervision.
• Knowledge of investigative techniques.

Preferred Qualifications\:

• Demonstrated 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.
• Strong ability to assign, prioritize, and monitor workloads, manage competing priorities, and meet established deadlines in a high-volume operational environment.
• Knowledge of public assistance programs, including 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 the establishment, processing, and management of overpayment claims.
• Familiarity with Overpayment Management Unit operations, referral routing procedures, inventory management practices, and operational performance standards.
• Ability to review and assess referrals, determine appropriate routing or escalation, and exercise sound judgment in making operational decisions.
• Demonstrated 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 established procedures and performance expectations.
• Strong analytical and organizational skills, including experience 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 initiatives, workload balancing, and backlog reduction efforts.
• Effective written and verbal communication skills, with the 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.
• Demonstrated ability to maintain confidentiality and safeguard sensitive client and case information.

Agency Mission\:

The Department of Transitional Assistance (DTA) is the state agency responsible for administering public assistance programs to low-income residents of the Commonwealth. DTA is committed to providing a high level of service to all those in need. The mission of the Department is to assist and empower low-income individuals and families to meet their basic needs, improve their quality of life, and achieve long-term economic self-sufficiency. DTA serves one out of every seven people in Massachusetts – including working families, children, elders, and people with disabilities. Our services include food and nutritional assistance, economic assistance, and employment supports.

Learn more about our services and programs\: visit www.mass.gov/dta

Pre-Offer Process\:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http\://www.mass.gov/hhs/cori

Education, licensure, and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

ADA Reasonable Accommodation\: If you require a reasonable accommodation with the application/interview process, please contact us at\: EOHHS Candidate ADA Requests

For questions, please contact the Office of Human Resources at 1-800-510-4122 and select option #4.

The Department of Transitional Assistance (DTA) is seeking qualified applicants for the position of Overpayment Coordinator within the Overpayment Management Unit (OMU).

The ideal candidate will provide leadership, supervision, and operational oversight to Overpayment Support Specialists, ensuring effective workflow coordination, referral routing, inventory management, and timely processing of overpayment-related activities.

The Overpayment Coordinator will supervise and monitor staff responsible for claims support and administrative hearing activities, set workload priorities, oversee referral inventories, and ensure referrals are assigned, routed, and processed appropriately in accordance with established policies, procedures, and operational requirements.

This position requires strong leadership, organizational, analytical, and problem-solving skills, as well as the ability to manage competing priorities, monitor performance, and identify opportunities to improve operational efficiency.

Duties and Responsibilities\:

These duties are a general summary and are not all-inclusive.

• Supervise, train, coach, and evaluate Overpayment Support Specialists to ensure effective unit operations and compliance with applicable laws, regulations, policies, and procedures.
• Provide ongoing guidance, technical assistance, on-the-job training, and performance feedback to support staff development and operational effectiveness.
• Assign, prioritize, and monitor staff workloads to ensure timely completion of assignments, consistent work quality, and achievement of operational objectives.
• Monitor staff productivity, performance, timeliness, and adherence to established procedures and performance expectations.
• Oversee daily workflow operations, referral queues, and inventory management activities within the Overpayment Management Unit.
• Review and evaluate referrals to determine appropriate assignment, routing, escalation, or other operational action in accordance with established procedures.
• Coordinate the movement of referrals among operational units and external partners to support timely review, processing, and disposition.
• Monitor referral inventories, aging cases, processing timelines, and workload distribution; identify delays and implement corrective actions as necessary.
• Identify workflow bottlenecks, operational challenges, and opportunities to improve efficiency, productivity, and inventory management.
• Review reports, records, memoranda, and other operational documents for accuracy, completeness, and compliance with established standards.
• Ensure staff adherence to claims management procedures, administrative hearing support requirements, documentation standards, and operational guidelines.
• Maintain accurate workflow tracking records, referral inventories, operational reports, and management information to support performance monitoring and decision-making.
• Collaborate with Overpayment Analysts, hearing staff, collections staff, legal staff, management, and other stakeholders to resolve workflow issues and coordinate operational activities.
• Assist management with operational planning, process improvement initiatives, performance assessments, and backlog reduction strategies.
• Ensure the confidentiality and security of sensitive 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.

Required Qualifications\:

• Knowledge of the methods of general report writing.
• Ability to write concisely to express thoughts clearly and to develop ideas in logical sequence.
• Ability to gather information through questioning or observing individuals.
• Ability to accurately record information provided orally.
• Ability to use investigative techniques to obtain information.
• Ability to gather information by examining records and documents.
• Ability to assemble items of information in accordance with established procedures.
• Ability to determine the proper format and procedure for assembling items of information.
• Ability to analyze and determine the applicability of data, to draw conclusions and make appropriate recommendations.
• Ability to read and interpret legal documents such as court decisions, briefs, opinions, contracts, etc.
• Ability to exercise discretion in handling confidential information.
• Ability to understand, explain, and apply the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned unit activities.
• Ability to deal tactfully with others.
• Ability to establish and maintain harmonious working relationships with others.
• Ability to maintain a calm manner in stressful and emergencies.
• Ability to adapt to varied work situations.
• Knowledge of the principles, practices, and techniques of supervision.
• Knowledge of investigative techniques.

Preferred Qualifications\:

• Demonstrated 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.
• Strong ability to assign, prioritize, and monitor workloads, manage competing priorities, and meet established deadlines in a high-volume operational environment.
• Knowledge of public assistance programs, including 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 the establishment, processing, and management of overpayment claims.
• Familiarity with Overpayment Management Unit operations, referral routing procedures, inventory management practices, and operational performance standards.
• Ability to review and assess referrals, determine appropriate routing or escalation, and exercise sound judgment in making operational decisions.
• Demonstrated 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 established procedures and performance expectations.
• Strong analytical and organizational skills, including experience 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 initiatives, workload balancing, and backlog reduction efforts.
• Effective written and verbal communication skills, with the 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.
• Demonstrated ability to maintain confidentiality and safeguard sensitive client and case information.

Agency Mission\:

The Department of Transitional Assistance (DTA) is the state agency responsible for administering public assistance programs to low-income residents of the Commonwealth. DTA is committed to providing a high level of service to all those in need. The mission of the Department is to assist and empower low-income individuals and families to meet their basic needs, improve their quality of life, and achieve long-term economic self-sufficiency. DTA serves one out of every seven people in Massachusetts – including working families, children, elders, and people with disabilities. Our services include food and nutritional assistance, economic assistance, and employment supports.

Learn more about our services and programs\: visit www.mass.gov/dta

Pre-Offer Process\:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http\://www.mass.gov/hhs/cori

Education, licensure, and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

ADA Reasonable Accommodation\: If you require a reasonable accommodation with the application/interview process, please contact us at\: EOHHS Candidate ADA Requests

For questions, please contact the Office of Human Resources at 1-800-510-4122 and select option #4.

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements\: Applicants must have at least (A) four years of full-time, or equivalent part-time, experience in investigatory or law enforcement work, or regulatory administration work (B) and equivalent combination of the required experience and the substitutions below.

Substitutions\:

A Bachelor's or higher degree may be substituted for a maximum of the two years of the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements\: Applicants must have at least (A) four years of full-time, or equivalent part-time, experience in investigatory or law enforcement work, or regulatory administration work (B) and equivalent combination of the required experience and the substitutions below.

Substitutions\:

A Bachelor's or higher degree may be substituted for a maximum of the two years of the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

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