The Manager of Shared Services, Operations will support reporting, analytics, shared documents and QA activities for the Health Connector’s Operations Department.  In addition, manage the Health Connector’s Ombudsperson team that is responsible for resolving urgent member issues. The Manager will work to identify business reports, process improvements, and implementation strategies to ensure business operations are successful meeting its needs.

Duties and Responsibilities:

  • Oversee and develop internal systems, tools, and processes to observe the quality of Health Connector performance efficiently and continuously.
  • Direct and use analytical techniques and information-gathering processes for relevant reports.
  • Conduct research, analyze data, identify trends, and prepare reports.
  • Create daily, monthly and ad-hoc reports to meet operations and federal reporting needs. Create and maintain Health Connector shared services reports and dashboards.
  • Use Tableau, Excel, and Microsoft access/SQL to analyze and create reports. Serves as SME for Excel, Tableau, Database, data interdependencies and process improvement.
  • Integrate data from multiple sources to produce requested or required data elements.
  • Program and maintain report forms and formats, information dashboards, data generators, canned reports and other end-user information portals or resources.
  • Serve as a liaison between the business functions and IT, requiring advanced level understanding of the business processes, data and systems.
  • Create effective business requirements documents as well as test plans to support design and build of operational reporting.
  • Update, maintain, and review reports; ensures that all data and records are correct and reported accurately.
  • In conjunction with Director of Learning and Development, lead and support the development and implementation of centralized documentation of Quality Assurance standards, policies, operational procedures, practices, and services.
  • Support the Quality Assurance program by implementing and executing procedures to conduct audits, inspection, documentation, and reporting, to identify quality assurance issues and ensure that Health Connector standards are being met by all Health Connector staff and vendors.
  • Leverage data and analytics to identify and implement process improvements to enhance quality, efficiency and achieve budgetary savings.
  • Develop metrics and reports to assess performance and inform decision-making.
  • Collaborate with the Health Connector leadership and assist in the development and implementation of all Health Connector Quality Assurance activities including the collection, integration, and analysis of data.
  • Establishes and maintains open communication with and works collaboratively with the Director of Learning and Development. 
  • Responsible for creating and maintaining a shared services documents including but not limited to Continuity of Operations Plan (COOP) and Language Access Plan (LAP).
  • Responsible for creating database for maintaining and overseeing periodic updating of all Health Connector SOPs.
  • Responsible for performance of the Health Connector’s Ombuds team which triages and resolves escalated member issues, conducts root cause analysis to identify reason(s) for escalations and makes recommendations regarding opportunities to improve customer experience and prevent further escalations.
  • Completes special projects in accordance with agency directives, including statistical and narrative reports.

Experience and Required Qualifications

  • 5+ years working in health insurance or public health field.
  • Strong quantitative and qualitative analytical skills and attention to detail.
  • Demonstrated ability to work on complex projects and meet deliverables within tight timeframes.
  • Experience conducting data analysis to identify customer experience improvement initiatives.
  • Strong technical skills, business intelligence, and a full understanding of the needs of the organization and its long-term strategy.
  • The ability to prioritize and work independently and flexibly within a very fast-paced environment to meet unanticipated demands.
  • The ability to manage and sustain multiple and complex relationships with vendors, customers, as well as internal and external stakeholders to ensure that lines of communication are open.
  • The ability to develop effective teams, which share information and work collaboratively to solve problems and make decisions.
  • Ability to effectively communicate with internal teams and external stakeholders.
  • Possess excellent organizational skills with the ability to pay attention to detail.
  • Strong written and verbal communication skills to interact effectively with cross-functional teams and vendor staff.
  • Strong computer skills and familiarity with common software applications, including Salesforce and Microsoft Office products.

Preferred Qualifications:

  • Bachelor’s or higher degree with a major in business administration, management, public administration, or hospital administration.
  • Knowledge of State Based Marketplace and/or Medicaid policies, programs, and procedures.
  • Project management planning, integration, coordination, and monitoring.
  • Experience with Salesforce CRM functionality, process flows and reporting capabilities.
  • Experience with complex Information Technology systems.

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

Salary: $90,000 per year

Please note:

  • 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.
  • All Health Connector employees are required to provide satisfactory proof of full COVID-19 vaccination.
  • The Health Connector is operating on a hybrid work arrangement with 2 days in the office and 3 days working from home.

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.