Posted: March 26, 2026

The Massachusetts Health Connector is seeking a highly organized Program Manager of Eligibility & Enrollment Operations to help us identify, lead, and implement business process improvement opportunities and strategies. This role’s goals will be related to enhancing accuracy, efficiency and timeliness of transactions which affect operations and user experience.  The Program Manager of Eligibility & Enrollment Operations will work with our Policy, IT, and Operations leads both internally and across multiple agencies, as well as coordinate with partners and vendors to improve user, member, and agent experience through communication, collaboration, and projects to drive business objectives. This position will be the voice of the user, member, and agent to standardize operations, documentation, and improve efficiency and overall experience.

The Program Manager of Eligibility & Enrollment Operations will report to our Senior Manager of Contact Center Operations.

Key Responsibilities

  • Create, implement, and manage the processes supporting eligibility & enrollment operations, and act as a connection between eligibility & enrollment and other related business and system areas
  • Oversee performance of vendors and IT partners in eligibility, enrollment and billing areas and assist with service recovery efforts
  • Develop knowledge of operational landscape and stakeholder involvement across multiple agencies, IT partners, and vendors to effectuate change in operational and IT processing of eligibility & enrollment transactions
  • Drive operational improvement and oversight over processes to identify problems and implement solutions aimed at improving the overall user experience
  • Effectuate changes in operational processing to drive improvements to stakeholders, improving their user experience and accuracy of operations
  • Lead a cross-functional team to analyze and understand the impact of, and prioritize system issues to present to IT from the member, user, and agent experience lenses
  • Develop a strategic project structure with the focus on leading operational improvement opportunities
  • Contribute to requirements gathering and provide expertise on business and operational functional requirements, including use cases, test cases, and business process models
  • Participation in Joint Application Design (JAD) sessions involving cross functional teams, key business stakeholders and development managers
  • Troubleshoot and identify systems issues from the members, users, and agent experience, to identify shortfalls and define needed system enhancements
  • Lead collaboration efforts with internal stakeholders to update documentation surrounding enhancements, developments, and functionality changes in the operational landscape, to ensure members, users, and agents are informed
  • Oversee audit activities pertaining to eligibility and enrollment processes and documentation
  • Monitor operational activities and manage special projects
  • Other duties as assigned.

Experience and Qualifications

  • Bachelor’s degree required, master’s or higher degree with a major in business administration, management, public administration, or hospital administration preferred
  • 5-7 years working in health care or public health
  • Ability to work on complex projects and meet deliverables within tight timeframes.
  • Ability to prioritize and work independently and flexibly within a very fast-paced environment is a must.
  • Experience leading teams in implementations, process improvements, operational oversight or similar projects
  • Strong technical skills, business intelligence, and a full understanding of the needs of the organization and its long-term strategy
  • Ability to effectively communicate with internal teams and external stakeholders
  • Possess excellent organizational skills with the ability to pay attention to detail
  • Knowledge of and experience with the systems development life cycle
  • Strong written and verbal communication skills to interact effectively with cross-functional teams and vendor staff
  • Strong computer skills, including Word, Excel, and PowerPoint
  • Can balance a large volume of work that may vary periodically
  • Maintain a positive, proactive, cooperative work ethic
  • Experience in operations, finance, accounting, audit or IT a plus

Open Roles

Diverse hands stacking in unity and teamwork.
Title
Program Manager of Eligibility & Enrollment Operations
Director of Information Security
Director of Plan Management and Carrier Relations
Health Connector Fellowship and Internship Program

If interested

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

Salary

$100,000–$105,000/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
  • 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.
Group collaborating around a laptop at table.

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.