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Program Operations Specialist
Job Number: 2026-49212
Category: Staff Associate
Location: Westborough, MA
Shift: Day
Exempt/Non-Exempt: Exempt
Business Unit: ForHealth Consulting
Department: ForHealth Consulting - School Based Claiming - W401486
Job Type: Full-Time
Union Code: Non Union Position -W60- Non Unit Professional
Num. Openings: 2
Post Date: Jan. 16, 2026
Work Location: 100% Remote
Salary Minimum: USD $40,000.00/Yr.
Salary Maximum: USD $52,000.00/Yr.

Under the general direction of the Department Manager or designee, the Program Operations Specialist will be responsible for providing technical support of specialized software applications utilized by clients.  This position will specialize in Random Moment Time Study software and data requirements.   The Program Operations Specialist will be required to prioritize tasks within time sensitive deadlines in a dynamic environment.

The Program Operations Specialist will work within the Federal Claiming unit that specializes in the configuration of technical solutions and provides expertise and resources to state governmental agencies for the purposes of seeking federal reimbursement for eligible expenditures and services.   Currently this unit provides solutions and support to 23 programs in 9 states, supporting over 50,000 end users.

 

Note: Position is fully remote. Scheduled work hours for this position rotate between three shifts that can start as early as 7:00am and end as late as 7:30pm. Staff are expected to rotate shifts every two weeks.  The help desk is also open on some holidays.  Holiday hours worked will be compensated to use as accrued time on another scheduled day.

  • Provide 1:1 training and support to customers with application features and functions. 
  • Disseminate accurate program requirements and policies to customers.
  • Promptly resolve end user programmatic and technical questions, providing appropriate solutions and assistance. 
  • Escalate technical/system issues appropriately, including gathering and providing detailed documentation to support and explain the issues. 
  • Perform various RMTS-related operational tasks in accordance with specific program requirements, internal procedures, and time sensitive deadlines.
  • Monitor and manage end-user software access according to internal control procedures.
  • Participate in testing of system features/functions/bug fixes, including suggesting and identifying areas for functionality improvements. 
  • Collaborate with other team members and leverage team resources to continuously improve service delivery, performance and customer satisfaction.
  • Keep abreast of any regulatory or program changes.

REQUIRED EDUCATION:

Bachelor's Level Degree or equivalent work experience

REQUIRED WORK EXPERIENCE:

  • 1-3 years of related experience including but not limited to customer technical support, helpdesk support, program administration or coordination.
  • Strong organizational skills
  • Proficiency with essential Microsoft Office applications (Word, Excel, Outlook, Teams)
  • Demonstrated ability to work independently or as team player to achieve objectives.
  • Strong oral and written communication skills
  • Exceptional customer service skills

PREFERRED WORK EXPERIENCE:

  • Prior customer service focused work experience preferred
  • Federal claiming experience
  • Familiarity with Random Moment Time Study or other cost allocation tools.

Posting Disclaimer:
This job posting outlines the primary responsibilities and qualifications for the role but is not intended to be an exhaustive list. Duties and expectations may evolve in response to the needs of the department and the broader institution.

In alignment with our commitment to pay transparency, the base salary range for this position is listed above (exclusive of benefits and retirement). At UMass Chan Medical School, final base salary offers are determined based on a combination of factors, including your skills, education, and relevant experience. We also consider internal equity to ensure fair and consistent compensation across our teams.

Please note that the range provided reflects the full base salary range for this position. Offers are typically made within the midrange to allow for future growth and development within the role.

In addition to base pay, UMass Chan offers a comprehensive Total Rewards package, which includes paid time off, medical, dental, and vision coverage, and participation in a 401(a)-retirement plan, with the option to contribute to a voluntary 403(b) plan.

UMass Chan welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.

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