University of Massachusetts Medical School

Public academic health center educating, researching.

Lead Disability Assistant

Administrative SupportConfirmed live in the last 24 hours

Full-timeWestborough, MA, USANo salary listedIn-person

About the Job

Requirements

A 2-year college degree in business or a related field is required.
Five to seven years of relevant office experience is required.
Demonstrated knowledge of medical terminology or willingness to take a medical terminology course is required.
Knowledge of HIPAA laws and regulations, especially confidentiality of protected health information, is required.
Knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Outlook, is required.
Ability to monitor and generate reports is required.
Organizational ability and oral and written communication skills necessary to interact with personnel at all levels are required.

Responsibilities

Manage unit workflow and ensure the appropriate number of Disability Assistants are assigned to each daily task.
Train new and existing Disability Assistants in work functions and job duties.
Monitor customer service phone queues for adequate coverage and provide call escalation response for front-line staff.
Monitor unit key performance indicators.
Act as the unit Disability Liaison for agency partner inquiries and issues.
Track priority case requests and ensure prompt completion of work on those cases.
Initially review disability supplements for accuracy and completeness, and alert SPMP to priority cases and important clinical information in cases.
Make complex decisions regarding privacy matters associated with clients’ cases, including determining with whom DES may exchange information, what information may be mailed, and what HIPAA requires to allow conversations to take place; convey these decisions to SPMP through detailed case notes and individual consultation.
Determine whether requests for information are legally complete, communicate with agencies about cases that do not meet HIPAA requirements for protected health information, and consult with SPMP about whether cases should be returned to agencies or clients for further development.
Contact clinical treating sources by telephone, at the request and direction of SPMP, to ensure timely receipt of clinical information.
Review external databases, including the Massachusetts Medicaid Information System and MassHealth MA21 databases, to identify cases SPMP could complete quickly.
Coordinate client transportation to consultative examinations and provide SPMP with feedback about unusual circumstances that may affect the review process.
Make decisions about rescheduling clients’ clinical evaluations based on agency guidelines and provide input and feedback to SPMP.
Explain complex state and federal regulations to clients, agencies, and medical providers, and answer questions about the disability process.
Perform other duties as required.

Desired Qualifications

Experience in a medical setting is preferred.
Knowledge of the DEScovery database is preferred.
Experience as a member of an inbound or outbound call center is preferred.
Experience training staff on complex tasks is preferred.
Ability to create PowerPoint demonstrations for staff training is preferred.
Thorough understanding of DES processes and procedures pertaining to all in-state and out-of-state contracts is preferred.
Ability to create processes and procedures for new programs as needed is preferred.

Overview

POSITION SUMMARY:

Under the general supervision of the Operations Manager, the Lead Disability Assistant is responsible for the coordination of administrative processing of disability determinations for all in and out of state contracts. This position is responsible for making strategic decisions on case assignment and for keeping cases on timeline. The Lead Disability Assistant is responsible for work flow management and training of Disability Assistants as well as performing those front line functions when necessary to maintain unit production standards. This position is the primary hub for all incoming/outgoing correspondence, disability supplements, and is the primary interface with clients, agencies, and DES staff regarding incoming and outgoing medical information, mail, transportation and records. Decisions made in this area directly impact the timeline for the disability review process, the workload of review staff, and the determination of benefits for all in and out of state agency applicants. The Lead Disability Assistant is a primary customer service interface for DES' SPMP with clients and external agencies.

Responsibilities

ESSENTIAL FUNCTIONS:

Manage unit work flow, assuring the proper numbers of Disability Assistants are assigned to each task on a daily basis.
Train new and existing Disability Assistants in work functions and job duties.
Monitor customer service phone queues for adequate coverage and provide call escalation response for front line staff.
Monitor unit key performance indicators.
Act as unit Disability Liaison for agency partner inquiries and issues.
Track priority case requests and ensure prompt completion of work on such cases.
Initial review of all disability supplements for accuracy, completeness, and alerting SPMP of priority cases and of important clinical information contained in cases.
Make complex decisions regarding privacy matters associated with the client’s case, including determination of who DES may exchange information with regarding the client’s case, what information may be mailed, and what is required, by HIPAA, to allow conversations to take place. These decisions are conveyed to SPMP through detailed case notes and individual consultation.
Determine if requests for information are legally complete, communicate with agencies about cases that do not meet HIPAA requirements for protected healthcare information and consult with SPMP about decisions regarding whether to return to cases to the agencies or clients for further development.
Telephone contact with clinical treating sources to assure timely receipt of clinical information at the request and direction of SPMP.
Review information in external databases such as the Massachusetts Medicaid Information System and MassHealth MA21databases in order to identify cases that SPMP could complete quickly.
Coordinate transportation of clients to consultative examinations and provide feedback to SPMP on unusual circumstances that would impact the review process.
Make decisions for rescheduling of clients’ clinical evaluations, based upon agency guidelines and provides input and feedback to SPMP. Explain complex state and federal regulations to clients, agencies and medical providers, answer disability process questions as they arise.
Perform other duties as required.

Qualifications

REQUIRED QUALIFICATIONS:

2-Year College Degree in business or a related field
5-7 years of relevant office experience
Demonstrated knowledge of medical terminology or willingness to take a course in Medical Terminology
Knowledge of HIPAA laws and regulations especially as it refers to the confidentiality of PHI
Knowledge of Microsoft Office products, Word, Excel, PowerPoint, and Outlook
Demonstrated ability to monitor and generate reports
Requires organizational and excellent interpersonal skills, oral and written communication skills necessary to interact with all levels of personnel.

Additional Information

PREFERRED QUALIFICATIONS:

Experience in a medical setting
Knowledge of DEScovery database
Experience working as a member of an inbound/outbound call center
Experience training staff on complex tasks
Ability to create power point demonstrations for the purpose of training staff
Thorough understanding of DES’s processes and procedures pertaining to all in and out of state contracts
Ability to create processes and procedures for new programs as need arises.

About the Company

University of Massachusetts Medical School

Public academic health center educating, researching.

Public academic health sciences center that educates future doctors, scientists and nurses; conducts biomedical and clinical research; and runs clinical trials while providing health‑care services through its graduate schools and the ForHealth Consulting and MassBiologics divisions. ForHealth Consulting offers care management and consulting to improve care delivery and health policy for government agencies, nonprofits and health care organizations. MassBiologics develops and produces vaccines, plasma derivatives and monoclonal antibodies at an FDA‑licensed nonprofit facility. The school’s goal is to advance medicine by training leaders, conducting collaborative research and translating discoveries into practical health solutions that raise health outcomes for families and communities.

Company size: 5,001-10,000
Company stage: Grant
Total funding: $182.6M
Headquarters: Worcester, MA
Founded: 1962

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