Careers

About the Massachusetts Health Connector

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin, or disability.

Manager, Quality and Training

The Manager, Quality and Training is responsible for creating, implementing and maintaining comprehensive quality and training programs for the Health Connector. The Manager, Quality and Training will work collaboratively with internal staff and external vendors and stakeholders to develop a quality and training program that will educate consumers and lead to improved service for Health Connector members.

Responsibilities include:

Work with internal staff, vendors and members of other agencies to implement an umbrella management function that brands, centralizes, and standardizes training, job support, and quality management across all outreach and service channels; provide the direction needed for long-term scalability and consistency.

  • Provide expertise and support related to instructional/informational design and development, appropriate content treatment and media, and effective delivery strategies.
  • Lead the streamlining of current reference material and documentation; identify the need for new job aids, etc.
  • Set and maintain standards for training templates, communications, review cycle and methodology. Coordinate review process and ensure approval of learning and support materials.
  • Oversee design, implementation and maintenance of training program for system releases, program changes as well as small and large scale projects and initiatives. Work with call center, outreach and communications staff to develop streamlined, consistent training materials across all channels.
  • Ensure consistency and ongoing maintenance for training documentation, knowledge management, user guides and policies and procedures.
  • Play a hands-on and visible role with vendor(s) call centers related to training and quality; collaborate with internal staff and vendor(s) to assure standardization, communication, calibration, and consistency.
  • Provide oversight to vendor(s) and lead the administration and enhancement of the Quality Monitoring Program to meet the needs of the Health Connector and its customers. Enhance the current Quality Monitoring program by evaluating methodology, forms, calibration and training process. Oversee cross-functional calibration and call monitoring with vendor(s) and internal staff.
  • Perform project and/or program management duties related to quality and training functions – facilitating meetings, assigning resources, setting timelines and tracking project tasks and schedules.
  • Prepare and present executive level presentations as assigned.

Requirements:

  • Must have at least two years of experience in a Training & Quality or Healthcare management role and an additional two years as a training facilitator, designer or other training support function within a Call Center environment; program management experience is required.  Healthcare industry experience required.
  • Formal education and/or certification in instructional/informational design is highly preferred; must be able to articulate and apply an instructional/informational design methodology.
  • Experience managing a vendor relationship is strongly preferred.
  • Bachelor’s degree required.  Master’s degree preferred.
  • Must demonstrate clear understanding and appreciation of call center concepts and practices including use of systems, call routing, contact channels, quality initiatives, coaching and mentoring and learning styles.
  • Must have superior writing skills related to informational and instructional material.
  • Proficiency in Windows Office Suite (specifically PowerPoint, Word and Excel).

Basic requirements:

At least two years of customer service experience required, preferably in a health insurance environment. The ideal candidate will have a working knowledge of state & national healthcare reform and health insurance. BA or BS required. Other desired skills include:

  • Ability to work independently and on a team.
  • Commitment to understanding the policies and procedures of related programs and state agencies.
  • Excellent verbal and written communication skills.
  • Ability to represent the Connector in a professional manner to external parties.
  • Commitment to the goals of the Connector and Health Care Reform; ability to support a wide range of constituents in a constructive and informed manner.

Additional requirements:  Master’s Degree and familiarity with the healthcare industry, public or private, is preferred.

Salary: Salary range is competitive; salary will be commensurate with experience.

About the Health Connector:

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.

If Interested: Send cover letter and résumé to Connector-jobs@state.ma.us.

Please note: Due to the requirement of 268A, please complete the Applicant Disclosure Form and return with your application.

Web Marketing Intern – Summer 2017

The Health Connector is seeking an intern to join the team for Summer 2017 to assist its Communications activities. This individual will participate in ongoing operational activities as well as implementation for the upcoming open enrollment period with a particular focus on web content development and social media marketing.

Key responsibilities include:

  • Assist the Associate Director of Web Marketing in planning for the 2017/2018 non-group open enrollment.
  • Assist with website and social media social content creation and campaign planning that includes developing a weekly editorial calendar for social media through developing a content strategy, story sharing, and influencer engagement that fits in to the larger marketing plan.
  • Monitor messages and post replies on Facebook, Twitter, Google+, and our website to drive engagement with our consumers.
  • Reviewing social media and web stats and metrics and report findings to the team.
  • Stay on top of social and web marketing trends in the health care space.
  • Uploading, transcribing, and annotating videos and photos.
  • Proofreading and editing web and social media content.
  • Other marketing activities and projects as needed.

Skills:

  • Knowledge of social media – Facebook, Twitter, LinkedIn, YouTube, Instagram, blogs, etc.
  • Familiarity with front-end web design, SEO, and content management (WordPress) is preferred
  • Ability to create and upload Twitter, Facebook, Google+, Instagram, and YouTube digital assets
  • Knowledge of video editing software such as Adobe Captivate, Premier Pro, or Windows Live Movie Maker is a plus
  • Graphic design experience and knowledge of digital media software – Photoshop or other graphic design software, etc. is preferred
  • Experience writing, proofreading, and editing content for the web

Experience and Qualifications:

  • Strong MS Office Suite skills, including but not limited to Excel, Word, and PowerPoint
  • Familiarity with open-source content management systems, such as WordPress or Drupal
  • Strong writing skills (writing sample may be required)
  • Interest in health care reform and health care operations
  • Ability to work in a cross-functional team setting
  • Ability to take initiative and work independently on projects
  • Ability to work in a team setting
  • Ability to work under pressure with tight timelines
  • Bilingual and able to read, write and speak Spanish proficiently preferred

Education:
Undergraduate students and Graduate students concentration in Communications, Marketing (with a concentration / classes in Health) are encouraged to apply.

Salary: This is a paid internship.

Length of Internship: June – August (minimum of 20 hours a week)

Interested: Send cover letter, resume, and optional writing samples to terri.shine@state.ma.us

About the Health Connector

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.  More information about the Connector and its programs is available at www.MAhealthconnector.org.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its workforce.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.

IT Implementation Intern – Summer 2017

The Health Connector is seeking an intern to join the team for Summer 2017 to assist its Information Technology activities. This individual will participate in activities related to the Health Connector’s Open Enrollment period, as well as the ongoing implementation of new functionality.

Key Responsibilities include:

  • Support the Information Technology (IT) team in all aspects of Open Enrollment (OE) preparation
  • Assist in the development and tracking of all activities related to IT activities, including carrier enrollment testing, deployment of new functionality to production, and improving user experience (UX)
  • Assist in the coordination of internal and external meetings related to IT activities
  • Assist Release Management efforts by ensuring that testing is comprehensive for all functional Releases by working collaboratively with colleagues as well as external state partners
  • Assist with the development and design of test cases, assist with oversight of testing progress, report on testing success/failure
  • Assist with the tracking of defects uncovered in testing and support efforts to prioritize these defects to be resolved in upcoming Releases

Experience and Qualifications:

  • Strong MS Office Suite skills, including – but not limited to – Outlook, Excel, PowerPoint, and Visio
  • Strong writing skills (Writing samples may be required)
  • Experience with Redmine, JIRA, ALM, or SharePoint are a plus, but not required
  • Interest and education focused on health care, health reform, the ACA, Exchanges, health insurance, etc.
  • Interest and education in Information Technology (IT), including software design, testing, and defect management
  • Ability to work independently and collaboratively, as required
  • Previous internship/work experience in a health care setting, preferably with experience in IT

Education:
Undergraduate students (Seniors) and Graduate students concentrating in Health Care Management, Health Policy Management, Business (with a concentration in Health) or IT (with a concentration / classes in Health) are encouraged to apply.

 

Salary: This is a paid internship.

Length of Internship: June – August (40 hours a week)

Interested:  Send cover letter and resume to terri.shine@state.ma.us

About the Health Connector

The Commonwealth Health Insurance Connector Authority (“Health Connector”) was created in 2006 to implement Massachusetts’ landmark health reform law that has served as the model for national health reform.

The Health Connector is an independent state authority that has been designated as the official Massachusetts health benefits Exchange under the federal Affordable Care Act (ACA). In addition to overseeing the implementation of both state and federal health reform, the Connector is committed to enhancing the experience, services, and health insurance products for individuals and small businesses shopping through the Exchange. The Connector is also responsible for overseeing policy and regulations geared toward furthering the goals of health reform. More information about the Health Connector and its programs is available at www.MAhealthconnector.org.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability. 

Operations Training Intern – Summer 2017

The Health Connector’s Operations Team is seeking an intern to join the team in June 2017 for the summer. This individual will participate in ongoing operational activities with particular focus on the design and development of the new call center and operations training program with the out-sourced vendor.

Key Responsibilities include:

  • Assist the Manager of Quality and Training in the design and development of the call center and operations training program with collaboration from the out-sourced vendor.
  • Work across the Operations Team to analyze, identify and document training needs that will be used in the design and development of the training program.
  • Assist in creating performance metrics, reporting needs, and evaluation methods to assess the effectiveness of the training program.

Additional Responsibilities include:

  • Assist with review of current training material and new resources created to support operations staff.
  • Provide training program project management tracking, as needed
  • Assist with other business and operations projects, as needed

Experience and Qualifications:

  • Strong MS Office Suite skills, including but not limited to Excel and PowerPoint
  • Understanding of adult learning theory and instructional design methodologies preferred
  • Strong writing skills (writing sample may be required)
  • Interest in healthcare reform and healthcare operations
  • Ability to work in a team setting
  • Ability to take initiative and work independently on projects

Education:
Graduate student in public health preferred; bilingual skills a plus

Salary: This is a paid internship.

Length of Internship: June- August 2017 (minimum of 20 hours a week)

Interested: Send cover letter and resume to Connector-jobs@state.ma.us.

About the Health Connector

The Health Connector is an independent state authority that has been designated as the official Massachusetts health benefits Exchange under the federal Affordable Care Act. In addition to overseeing the implementation of both state and federal health reform, the Connector is committed to enhancing the experience, services, and health insurance products for individuals and small businesses shopping through the Exchange. The Connector is also responsible for overseeing policy and regulations geared toward furthering the goals of health reform. More information about the Connector and its programs is available at www.MAhealthconnector.org.

 

Vendor Management and Outsourcing Strategy Intern – Summer 2017

The Health Connector’s Vendor Management and Strategy Organization is seeking an intern to join the team for the spring/summer of 2017. This individual will participate in ongoing vendor contract management and outsourcing strategy with particular focus on research and benchmarking activities related to future outsourcer procurement efforts.  The individual will also prepare summary memos and scorecards and present findings to staff comparing vendor capabilities.

Key Responsibilities include:

  • Assist in the creation of outsourcer requirements doc
  • Conduct research activities to determine field of potential outsourcers
  • Create and support comprehensive scorecard evaluation of potential outsourcers
  • Assist in the creation of comprehensive RFI document

Additional Responsibilities include:

  • Assist the Manager of Vendor Relations and Strategy in the management of existing contract compliance
  • Assist in the processing/tracking of Vendor invoices
  • Assist with other business and operations projects, as needed

Experience and Qualifications:

  • Strong MS Office Suite skills, including but not limited to Excel and PowerPoint
  • Strong research and writing skills
  • Ability to work under pressure with tight timelines
  • Ability to work in a team setting
  • Ability to take initiative and work independently on projects

Education: Undergraduate or Graduate Student in Business or Operations Management

 

About the Health Connector

The Health Connector is an independent state authority that has been designated as the official Massachusetts health benefits Exchange under the federal Affordable Care Act. In addition to overseeing the implementation of both state and federal health reform, the Connector is committed to enhancing the experience, services, and health insurance products for individuals and small businesses shopping through the Exchange. The Connector is also responsible for overseeing policy and regulations geared toward furthering the goals of health reform. More information about the Connector and its programs is available at www.MAhealthconnector.org.

Salary: This is a paid internship.

Length of Internship: June- August 2017 (minimum of 20 hours a week)

Interested: Send cover letter and resume to Connector-jobs@state.ma.us.

 

Reporting Team Intern – Summer 2017

The Health Connector’s Reporting Team is seeking an intern to join the team for the 2017 summer.  This individual will participate in ongoing operational activities as well as projects related to the implementation of the upcoming open enrollment period.

Key Responsibilities include:

  • Support the Reporting Team in planning and preparing for the 2017-18 open enrollment period
  • Review existing library of reports to identify gaps and development opportunities for new reports
  • Attend design sessions and interface with Connector Business Leads and Subject Matter Experts (SMEs)
  • to document report requirements based on business needs
  • Update business requirements documentation to reflect updated business needs
  • Work with Reporting Team to update and/or build reports using Reporting Team database and
  • visualization tools
  • Createand manage recurring reports
  • Run additional ad hoc reports, as needed
  • Perform data analysis to identify trends and insights valuable to the business
  • Assist with preparing materials and scheduling report designsessions
  • Take notes during design/requirements sessions as needed

Experience and Qualifications:

  • Undergraduate or Graduate student
  • Strong MS Office Suite skills, including but not limited to Word, Excel and PowerPoint
  • Experience with databases analytics and visualization tools (eg. MS SQL Server, Tableau, SAP BOE, Crystal, etc)
  • Interest in healthcare reform and healthcare operations
  • Ability to work in a team setting
  • Ability to take initiative and work independently on projects
  • Ability to work under pressure with tight timelines

About the Health Connector

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.  More information about the Connector and its programs is available at www.Mahealthconnector.org.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability. 

Salary: This is a paid internship.

Length of Internship: June – August (40 hours a week)

Apply: Send cover letter and resume to:  Terri Shine – terri.shine@state.ma.us

Legal Intern – Summer 2017

The Health Connector is seeking a legal intern to join the team for the summer of 2017.  This individual will work with the General Counsel and three Assistant General Counsels to assist in providing legal advice and counsel to the Health Connector’s program staff.  This paid internship will provide an opportunity to be part of a dynamic, mission-driven organization that is at the leading edge of health care reform and policy.  The legal intern will get the chance to work on a broad range of issues in the health care field.

Key Responsibilities include:

  • Research and analyze legal issues in a wide range of substantive areas, including health law, insurance regulation, employment law and administrative law
  • Assist in developing and drafting policies, trainings and compliance programs in a range of substantive areas
  • Interpret regulations and statutes governing Connector operations
  • Assist in reviewing and documenting administrative appeals procedures
  • Provide support for ongoing litigation as needed
  • Participate in other legal projects as needed

Experience and Qualifications:

  • JD students only. Prefer students who have completed at least 2 years of law school, but students who have completed 1 year of law school and have prior health care experience are encouraged to apply.
  • Strong academic background
  • Demonstrated research and writing abilities
  • Demonstrated interest in health care reform and health law
  • Ability to work in a team setting
  • Ability to take initiative and work independently on projects
  • Ability to work under pressure with tight timelines
  • Strong MS Office Suite skills, including but not limited Word, Excel and Power Point only.

About the Health Connector

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.  More information about the Connector and its programs is available at www.MAhealthconnector.org.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.

Salary: This is a paid internship.

Length of Internship: June – August (40 hours a week)

Apply: Send cover letter and resume to:  Terri Shine – terri.shine@state.ma.us