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.

Contact Center Performance Coordinator

The Contact Center Performance Coordinator, under the direction of the Contact Center Performance Manager, provides day-to-day monitoring of key contact center performance metrics. Contact Center consists of call center, back office, and Customer Interaction Centers (CIC). Metrics are used to inform training needs, trends, and ensure agents are providing best possible service to Health Connector members. The Contact Center Performance Coordinator will serve as a key subject matter expert with knowledge of eligibility, enrollment, and other support functions, and will work closely and collaborative with the vendor responsible for contact center delivery. This is a key role in the delivery of exceptional service to Health Connector members.

Responsibilities include:

  • Monitoring all contact center performance metrics and staffing levels.
  • Provide support and coordination on various projects and activities related to contact center performance, including Open Enrollment ramp-up and performance improvement efforts
  • Under the direction of the manager, develop and prepare data analysis of contact center performance to be used in various forums to inform Senior Leadership of vendor’s performance
  • Monitor contact center service level agreements (SLAs) /key performance indications (KPIs) and recommend appropriate incentives or penalties per contractual agreements with vendor
  • In concert with the contact center team, monitor Customer Satisfaction results, collaborate with vendors on action plan to address negative responses and identify alternative methods to collect and respond to member feedback
  • Support development and/or review of training and communication materials for the contact center
  • Identify, research and report unique and urgent member issues in a timely and professional manner to contact center vendor, including providing guidance on actions needed for resolution
  • Identify member experience trends, assist in root cause analyses, and work with contact center vendor to improve the overall customer experience
  • Participate in Quality Assurance Activities such as call monitoring, case reviews, and call calibration sessions to assess whether the contact center vendor is meeting the needs of the Health Connector and its customers
  • Assist with other contact center and service recovery activities as needed and assigned

Qualifications:

  • The ideal candidate will have a working knowledge of state and national healthcare reform and health insurance. Experience navigating health coverage procedures and applications, preferred.
  • BA or BS required and familiarity with the healthcare industry, public or private, is preferred.

Other desired skills include:

  • Excellent analytical skills, excellent communication skills, both written and verbal, as well as outstanding interpersonal skills and the ability to work with multiple parties and vendors to implement projects
  • Ability to work independently and on a team
  • Ability to navigate and succeed in a fast-paced environment.
  • 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

Work Setting:

  • This position requires the employee to work on-site in a closed office setting
  • Due to COVID-19, we are currently working from home.
  • Employee may be requested to work an extended day and weekends to meet deadlines

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

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.

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.

Appeals Research Associate

The Appeals Research Associate is responsible for facilitating the resolution of administrative eligibility appeals and appeals of the Massachusetts Healthcare Tax Penalty. The role includes responsibility for carrying out the informal dispute resolution process mandated by the Affordable Care Act. The candidate needs to possess well developed outreach and organizational skills and the ability to accurately complete special assignments in a timely manner.

The Appeals Research Associate will be responsible for:

  • Examining received appellant appeals documentation
  • Researching needed information in multiple systems to retrieve and validate data
  • Reviewing and resolving appeal issues in compliance with timeframe mandated by regulations
  • Communicating by telephone and in writing with appellants, their representatives, hearing officers, Connector Operations, Mass Health, the Department of Revenue and individuals to informally resolve appeals
  • Scheduling hearings with hearing officers and issuing hearing notices to appellants
  • Preparing documentation and supporting hearing officers on the day of hearings
  • Proofreading hearing officer decisions prior to issuing determinations to appellants
  • Providing case management to ensure appeal status is documented and case files are complete and up to date
  • Identifying recurring appeal issues to flag for review by Connector Operations
  • Assisting co-workers with administrative tasks as needed

Qualifications:

  • BA preferred.
  • Bilingual Spanish/English abilities are beneficial but not required.
  • Experience in healthcare, commercial insurance, administrative law, databases, conflict resolution, customer service or call center, Medicaid or advocacy work are helpful.
  • Ability to effectively manage workload and adjust to changing priorities.
  • Excellent customer service skills including the ability to ask appropriate questions and actively listen to identify underlying questions and issues (root cause analysis).
  • Solid research skills and experience maneuvering through multiple systems to access files to retrieve and validate data.
  • Proficiency in Microsoft Office.
  • A strong commitment to teamwork and a team environment.

Work Setting:

  • This position requires the employee to work on-site in a closed office setting
  • Due to COVID-19, we are currently working from home.
  • Employee may be requested to work an extended day and weekends to meet deadlines

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

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.

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.

Operations Coordinator

Reporting to the Manager of Operations, the Operations Coordinator will focus on enrollment and premium billing functions including member communications and will serve as a Subject Matter Expert (SME) in day-to-day operational functions in this area. The Coordinator will be expected to understand system functionality and expected process outcomes and will support the Manager of Operations by monitoring daily process performance, testing, reporting and tracking defects and system enhancements, managing issue resolution, and contributing to program improvement activities and other team projects.

Key Responsibilities

  • Develop expertise in functional and non-functional requirements of enrollment and premium billing functions including member communications
  • Monitor production process outputs and raise production support issues using established issue tracking systems and software
  • Prioritize defects and escalated issues for enrollment and premium billing functions including member communications
  • Participate in requirements sessions involving cross functional teams, key business stakeholders and development managers
  • Monitor ongoing member communications output for quality, consistency and meeting business requirements, monitor volumes and mailing timelines
  • Identify and manage needed functional improvements for member communications, including content, translations management and output management tools
  • Identify and manage needed functional improvements for enrollment and billing functions, including assessing impacts, conducting requirement sessions and documenting requirements
  • Perform and coordinate business validations and create necessary artifacts including use cases, test cases, and business process models
  • Provide assistance on member cases escalated through various stakeholder groups
  • Create business process documentation, maintain and update on a regular basis to reflect current state, including creating and maintaining process workarounds
  • Work collaboratively with the Health Connector internal teams (business, policy, legal and IT) and vendors to coordinate enrollment and billing activities, business validations, defect resolution, enhancements management and other operational and project activities and to ensure member communications are clear and compliant
  • Participate in day to day operational activities including attending ongoing operations and status meetings, participating in working sessions, release planning meetings, defect prioritization meetings, issue trouble shooting sessions and service recovery activities
  • Create and distribute meeting materials and project artifacts such as project plans, power point presentations, operating procedure documentation, risk and decision registers etc.
  • Perform other responsibilities and participate in projects based on ongoing business needs and as assigned by management

Qualifications

  • Bachelor’s Degree and demonstrated ability to work on complex problems and meet deliverables within tight timeframes
  • Experience in health care, insurance, operations, billing, or customer service preferred
  • Comfort in a fast-paced work environment with completing priorities
  • Ability to balance varying workload and prioritize effectively
  • Ability to work independently and collaboratively within a team
  • Strong written and verbal communication skills to interact effectively with cross-functional teams and vendor staff
  • Proven analytical and problem-solving skills
  • Vendor Management experience strongly preferred
  • Knowledge and understanding of the Healthcare industry and ACA is strongly preferred
  • Strong computer skills, including Word, Excel, and PowerPoint

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

Work Setting: This position requires the employee to work on-site in an open office setting.

Please note: Currently all staff are working from home due to COVID-19 precaution but will return to the office setting when safe.

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

Please note: Due to the requirement of 268A, please complete the disclosure form and return with your application.

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 workforce. We consider qualified applicants without regard to race, color, religion, gender, sexual identity, national origin, or disability.

Healthcare Contact Center Performance Coordinator

The Contact Center Performance Coordinator, under the direction of the Contact Center Performance Manager, provides day-to-day monitoring of key contact center performance metrics. Contact Center consists of call center, back office and Customer Interaction Centers (CIC). Metrics are used to inform training needs, trends, and ensure agents are providing best possible service to Health Connector members. This position requires close and collaborative work with the vendor responsible for contact center delivery. This is a key role in the delivery of exceptional service to Health Connector members.

Responsibilities include:

  • Monitoring all contact center performance metrics and staffing levels.
  • Provide support and coordination on various projects and activities related to contact center performance, including Open Enrollment ramp-up and performance improvement efforts.
  • Under the direction of the manager, develop and prepare data analysis of contact center performance to be used in various forums to inform Senior Leadership of vendor’s performance.
  • Monitor contact center service level agreements (SLAs)/key performance indications (KPIs) and recommend appropriate incentives or penalties per contractual agreements with vendor.
  • In concert with the contact center team, monitor Customer Satisfaction results, collaborate with vendors on action plan to address negative responses and identify alternative methods to collect and respond to member feedback
  • Support development and/or review of training and communication materials for the contact center.
  • Research and report unique and urgent member issues in a timely and professional manner to contact center vendor.
  • Participate in Quality Assurance Activities such as call monitoring, case reviews, and call calibration sessions to assess whether or not the contact center vendor is meeting the needs of the Health Connector and its customers
  • Assist with other contact center and service recovery activities as needed and assigned.

Qualifications:

  • The ideal candidate will have a working knowledge of state and national healthcare reform and health insurance.
  • BA or BS required.
  • Master’s Degree and familiarity with the healthcare industry, public or private, is preferred.

Other desired skills include:

  • Excellent analytical skills, excellent communication skills, both written and verbal, as well as outstanding interpersonal skills and the ability to work with multiple parties and vendors to implement projects
  • Ability to work independently and on a team
  • 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

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

Work Setting: This position requires the employee to work on-site in an open office setting.

Please note: Currently all staff are working from home due to COVID-19 precautions, but will return to the office setting when safe.

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

Please note: Due to the requirement of 268A, please complete the disclosure form and return with your application.

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 workforce. We consider qualified applicants without regard to race, color, religion, gender, sexual identity, national origin or disability.

  • Please check back later for future internship openings.