Director, Worcester MassHealth Enrollment Center

The MassHealth Enrollment Center Director reports directly to the MassHealth Director of Eligibility Operations for Eligibility and Member Services.  The Director will oversee staff in the Enrollment Center that consists of assistant directors, Administrative Officers, supervisors, program coordinators, BERS and clerical staff.  The units focus on day to day eligibility and enrollment activities as well as member and provider customer service, member noticing and education, special assignments, HIX, MA212, MWS, Capitva and MMIS data collection and analysis, enrollment decision support, and staff training.  This position will lead, support, and promote organizational effectiveness, consistency and efficiency and facilitate collaborative problem solving, decision making, communication, and consistency across all MassHealth Enrollment Centers and EDMC.  Supporting operations requires intense collaboration with senior leadership, Directors in other MassHealth units, as well as interfacing with providers, health plans, collective bargaining units and member advocacy organizations.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

• Improve customer service and member experience to applicants, members and providers, etc. contacting the MassHealth Enrollment Centers. Ensure that eligibility staff is assigned adequately to meet phone coverage, document processing, walk-in and appeal resolution demands in an efficient and accurate manner. 
• Improve eligibility systems and operational processes at the MEC level by ensuring that all central office policies, procedures, updates and training sessions are communicated to eligibility and clerical staff in a timely and accurate manner. 
• Implement management strategies that establish and support team managers and supervisors so they have the knowledge and tools to adequately support all MECstaff.  Monthly, or more often as needed, ensure that team managers and supervisors are fully informed about new strategies, protocols, and labor concerns for consistent and accurate administration. 
• Lead and support HR/Labor/Benefits policies and procedures including but not limited to FMLA, timely and thorough ACES/EPRs, addressing disciplinary matters such as time and attendance and performance. Directors are expected to keep thorough supporting documentation on all matters above. 
• Align operational consistency in all MassHealth Enrollment Centers through supervision of Unit Managers, review and approval of staffing decisions, assignment of tasks, coaching, performance reviews and support for professional development.
• Ensure that all NVRA policies and procedures are implemented correctly and consistently.

• Other duties, as assigned.

Preferred Qualifications:

• Extensive knowledge of MassHealth policies, programs and procedures and the ability to integrate this knowledge with new and existing IT systems. 
• The ability to manage and sustain multiple and complex relationships and ensure that lines of communication are open.
• The ability to manage and sustain multiple and complex relationships and ensure that lines of communication are open.
• The ability to work under significant time pressures to meet unanticipated demands.
• The ability to develop effective teams, which share information and work collaboratively to solve problems and make decisions.
• Demonstrated sound judgment with ability to take calculated risks
• Strong written and oral communication skills
• Strong quantitative and qualitative analytical skills and attention to detail
• Ability to work with people from diverse backgrounds
• Competency with common software applications, such as Microsoft Office
• Project management planning, integration, coordination and monitoring.
• Planning, convening, directing, supporting and overseeing cross-agency project management teams.

About MassHealth:

The mission of MassHealth is to improve the health outcomes o