Summary
Location
Westborough
Type
OTHER
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About this role
Overview
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.
Responsibilities
- 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.
Qualifications
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.
Other facts
About University of Massachusetts Medical School
ForHealth Consulting partners with purposeful organizations, including state Medicaid agencies and health and human services organizations, to make the healthcare experience better for all – more equitable, effective, and accessible. We know that to do this, we need to address every aspect of the system – how we pay for it, how we manage information, and how we deliver quality care to everyone. As part of UMass Chan Medical School, we leverage world-class expertise to create transformational solutions across the health and human services system. ForHealth Consulting believes in the power of collaboration and a shared purpose – together, we can make healthcare better.
What you'll do
- The Program Operations Specialist will provide technical support for specialized software applications and assist clients with training and resolving technical questions. They will also monitor software access and participate in system testing and improvements.
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