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GENERAL SUMMARY OF POSITION: 

Under the general direction of the Manager or designee, the Program Coordinator will be responsible for coordinating assigned program activities. The primary responsibilities of the program coordinator include providing customer service to Medicaid clients to assist them with the Medicare enrollment process, handling in-coming calls from a diverse client population, conducting outreach and follow up calls to clients to ensure successful enrollment in Medicare, updating client records in proprietary database and reporting program activities and results.  The Benefit Coordination Consulting (BCC) Program Coordinator will participate in the daily operations of Medicare Eligibility Enhancement Program projects and assist in the project activities relating to cost savings and revenue initiatives both in- and out-of-state.

MAJOR RESPONSIBILITIES:

• Coordinate and monitor assigned program activities. 
• Review and analyze data relating to program effectiveness.
• Make recommendations for changes in procedures and guidelines and formulate strategies for accomplishing program objectives.
• Provide technical assistance and advice to agency personnel and others concerning assigned programs in order to exchange information, resolve problems and ensure compliance with established policies, procedures and standards.
• Develop and implement procedures and guidelines to accomplish assigned agency program objectives and goals.
• Confer with management staff and other agency personnel to determine program requirements and availability of resources and assist in developing program evaluation criteria and standards.
• Evaluate program activities and make recommendations for program modifications.
• Review existing regulations that pertain to programs and services and make recommendations for improvements or changes, particularly as it relates to meeting contractual requirements.
• Comply with established policies, health & safety regulations and requirements, procedures and department objectives.
• Review and monitor compliance with the federal and state regulations.
• Maintain the confidentiality of all business documents and correspondence per UMass Chan Medical School/ForHealth Consulting procedures and HIPAA regulations
• Perform other related program duties as assigned.

REQUIRED QUALIFICATIONS:

• Bachelors degree in business or public administration or related field; or equivalent experience.
• Two years of related experience in business administration, business management or public administration.
• Ability to understand, apply and explain pertinent laws, rules, regulations, policies, and procedures.
• Ability to work independently and collaboratively.
• Ability to relate and communicate well with a diverse client population.
• Ability to communicate effectively in both writing and oral presentation.
• Demonstrated ability to work appropriately with confidential information.
• Skilled in problem solving and team building
• Effective negotiating skills.
• Strong interpersonal skills needed to interact with all organizational levels.
• Demonstrated ability to assess priorities and operate in a flexible manner.
• Demonstrated experience using computer based tools including email, Microsoft Word, Excel, PowerPoint and database environments.

PREFERRED QUALIFICATIONS:

• Previous professional experience in customer service or call center role.
• Experience working with federal and state agencies, preferably health and human services organizations.
• Knowledge of state and federal health insurance programs.
• Ability to utilize questioning and listening skills that support effective telephone communication.
• Ability to apply the proper telephone etiquette to satisfy various client and agency situations.
• Experience working with Microsoft Access and SQL data environments

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