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GENERAL SUMMARY OF POSITION:

Under the general direction of the Associate Director, the Client Service Manager-I serves as the departments primary management contact person for both clients (applicants) and Agencies concerning the Disability Determination Process.

The Client Service Manager-I acts as a liaison and facilitator between the above interested parties and Disability Evaluation Service (DES) Staff with regard to research and resolution of inquiries, problems and complaints and then enacting timely and satisfactory response and resolution. Additionally, the Client Service Manager-I serves in a key outreach and education role to Federal and State Agencies, Hospitals, Clinical and Private Practices regarding the DES role, function and mission.

MAJOR RESPONSIBILITIES:

• Work with Director, Medical Director and Associate Directors of Administration and Clinical Affairs to ensure customer response and timely delivery of disability determination processes and outcomes.
• Intake and resolve expedited requests from government agencies, elected officials and critical care facilities on behalf of clients disability determinations.
• Externally to identify and design for the educational needs of a broad customer base and deliver outreach methodologies and on-site trainings/consultations (State-wide) to address those needs.
• Internally to identify and work with appropriate management staff to ensure regulatory and process requirements relative to Executive Office of Health Human Services (EOHHS) MassHealth and Department of Transitional Assistance (TAO) regulations and practice.
• Serve as key contact between DES and the local/regional Transitional Assistance and MassHealth Enrollment Center offices as well as EOHHS External Affairs Division.
• Serve in a supervisory capacity on Transitional Assistance Office projects where DES staff is assigned on-site there.
• Serve as DES key resource and authority regarding all benefit/program eligibility issues as they relate to EOHHS MA-21 and MMIS data base systems.
• Provide monthly report to Executive Director and Associate Clinical Director on all activities scheduled and accomplished as it relates to the duties described in this job description.
• Serve as the DES representative on external agency committees and boards concerning the disability determination / customer services process
• Perform other duties internal and external for the agency as required.

REQUIRED QUALIFICATIONS:

• Bachelors Degree, or equivalent experience
  • 5 years work experience with direct customer service provision in a public (Government),  private or educational agency relations environment,
• or Masters degree, or equivalent experience
  • 2 years work experience with direct customer service provision in a public (Government), private or educational agency relations environment.
• Experience with or knowledge of local, state and federal regulatory requirements and processes.
• Ability to succeed in an external environment relative to the communication educational & training needs of the DES disability determination process.
• Ability to independently meet deadlines in a dynamic work environment.
• Demonstrated success in performing and succeeding in a multi-discipline team setting.
• Demonstrated excellence in oral and written communication skills.
• Demonstrated experience with Office Applications, Database products, MMIS / MA-21.
• Ability to travel in-state and out of state to meet the requirements of this position.

Work environment: Hybrid

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