Job Title and Organizational Structure

The Health Connector Community Specialist team is located within the Communication and Outreach department. This is a mobile team that travels to assigned community locations and events to increase the Health Connector’s community presence and availability of support for application and enrollment assistance in underserved areas.

Community Specialists will divide their time between their assigned community sites and outreach events. They may also spend time at a Health Connector designated office site or may work in a remote location. This position will have a geographic focus in the North Central region of Massachusetts.

However, there may be periodic assignments outside of this region based on community needs as identified by the Health Connector. The Community Specialist will travel to designated locations as directed by the supervisor up to five days per week.

The Community Specialist will help community members and applicants on a 1:1 basis to assist with all aspects of the application for health insurance and enrollment process. The Community Specialist will also help applicants and members interpret and understand eligibility and enrollment rules and processes and answer applicant questions related to their coverage.

Key Responsibilities Include

While on-site at assigned locations, the Community Specialist will:

  • collaborate with community agencies to increase community knowledge and enrollment in health insurance
  • provide eligibility and enrollment assistance for a diverse population of applicants and members in person (appointment or walk-in)
  • assist applicants and members with completing eligibility forms and required verifications for Health Connector or MassHealth programs to obtain and validate demographic and financial information
  • analyze documentation to ensure accuracy and completeness to support the determination of eligibility for programs administered by the Health Connector and MassHealth
  • communicate with members, applicants and/or their authorized representatives to explain requirements of Health Connector and MassHealth programs
  • reply to member inquires and provide information regarding eligibility requirements

When at assigned Health Connector office location or remote location, the Community Specialist will:

  • follow up on any outstanding work related to interactions with applicants, members, and other external stakeholders
  • process eligibility applications and provide case maintenance for Health Connector or MassHealth applicants and members
  • conduct outreach to eligible community members and assist to schedule appointment times or provide telephonic support to Health Connector applicants or members

The Community Specialist position will report directly to the Community Specialist Supervisor. The Community Specialist team is within the Communications and Outreach department.

Basic Requirements

Working conditions and additional requirements (including special requirements, e.g., lifting, travel):

  • Participates in ongoing education and training to improve skills and role-specific certifications or specializations.
  • Attends and participates in meetings to ensure policies, procedures, and workflows are up to date.
  • Understands and displays empathy for those with diverse cultural or ethnic backgrounds.
  • Collaborates and communicates effectively with colleagues and diverse populations in a professional manner.
  • Must be able to work under typical office conditions and remote work as required. Work may require simultaneous use of a telephone/cellphone and laptop/keyboard and sitting for extended durations.
  • Personal vehicle with current insurance. Valid driver’s license in good standing with a safe driving record.
  • Up to 5 days/week travel required to assigned locations.

The statements above aim to explain the overall nature and scope of work being carried out by the employees of this classification. They are not intended to be perceived as an all-inclusive list of every responsibility, task, and skill needed for the position. Management has the right to add or alter the position’s duties at any given time.

Experience & Qualifications

  • Two years of full-time, or equivalent part-time, professional or paraprofessional experience in social work or social casework or customer service.
  • Experience in navigating health insurance applications for state programs or familiarity with state health programs, including the Health Connector and MassHealth
  • Prior customer service dealing directly with applicants/members either by telephone, electronically, or face-to-face
  • Skilled in active listening, demonstrating the capacity to listen to what people say and ask questions when appropriate.
  • Display sound judgment coupled with the ability to maintain composure in difficult situations.
  • Exceptional verbal and written communication skills, communicating information and ideas so others will understand.
  • Strong attention to detail with the ability to evaluate and verify information against a set of standards.
  • Ability to work independently and without direct supervision
  • Demonstrated ability to perform detailed data entry accurately
  • Demonstrated ability to navigate web-based software technology
  • Ability to analyze eligibility documents
  • Ability to use provided training materials and job aids to quickly and accurately resolve customer issues
  • Bilingual or Multi-lingual

If interested

Send a cover letter and résumé to Connector-jobs@mass.gov.

Salary

$65,000/year

Please note

  • Possession of a current and valid Massachusetts Class D Motor Vehicle Operator’s license or the equivalent from another state.
  • A criminal background check will be completed on the recommended candidate.
  • Due to the requirement of 268A, please complete the Applicant Disclosure Form and return it with your application.
  • All Health Connector employees are required to provide satisfactory proof of eligibility to work in the United States
  • The Health Connector is operating on a hybrid work arrangement with 2 days in the downtown Boston office and 3 days working from home.
  • Employee may be requested to work an extended day and weekends to meet deadlines

About the Health Connector

The Commonwealth Health Insurance Connector Authority (Massachusetts 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, gender identity, national origin, or disability.