Intake Coordinator - Casualty Recovery Program

UMass Med School; Westborough (MA); On-site; USD 40,000 - 54,000; Full time

Job summary

UMass Med School seeks an Intake Coordinator for the Casualty Recovery Program in Westborough, MA. The role acts as liaison between unit staff, external clients, and stakeholders to ensure accurate data collection and adherence to policies.

Responsibilities include overseeing intake processes, supervising staff, utilizing MMIS, Cognos, and Beacon systems, and improving workflow to support timely case coordination.

Qualifications

• Bachelor's Degree or equivalent experience.
• 1-3 years of related customer service or business experience.
• Strong analytical, oral and written communication skills.
• Proficient in Office and Web-based applications.

Responsibilities

• Understand Intake policies and procedures and update as necessary.
• Supervise Intake staff and contribute to annual review process.
• Coordinate, monitor, and measure work distribution/quality of Intake staff.
• Use web-based databases to obtain eligibility reports, claims history, and case information.
• Train Intake staff on procedural changes and suggest improvements to streamline processes.
• Oversee mail handling, filing, and other Unit duties as required.
• Research relevant case information using web tools.
• Lead regular staff meetings to review updates and ensure policy consistency.
• Handle inbound/outbound calls from clients and payees regarding unit questions.
• Update client case records with demographic, eligibility, and payment details.

Skills

Analytical skills

Oral & written communication

Office software

Education

Bachelor's Degree or equivalent experience

Tools

MMIS

Cognos

Case Tracking

Beacon

MA21

Job description

Intake Coordinator - Casualty Recovery Program

Location: US-MA-Westborough

Salary Range: USD $40,000.00/Yr. - USD $54,000.00/Yr.

Position Type: Full-Time

Shift: Exempt

Exempt/Non-Exempt Status: Non Union Position -W60- Non Unit Professional

Union Code: Non Union Position - Non Unit Professional (W60)

Requisition Number: 2026-52020

Overview

GENERAL SUMMARY OF POSITION:

Under the general supervision of the Manager, or designee, the Intake Coordinator will act as a liaison between Unit staff, external clients and other key stakeholders. The Intake Coordinator will serve as a resource to the staff in matters concerning the Unit and any other issues as assigned by Management staff. This individual will oversee and assist in the intake process with the goal of investigating, collecting and/or retrieving accurate data from various sources and advising members or their designees/agents about Unit policies and procedures according to applicable regulations.

Responsibilities

• Responsible for understanding Intake policies and procedures as they relate to the Unit and updating as necessary.
• Supervise Intake staff and contribute to annual review process.
• Coordinate, monitor, and measure work distribution/productivity/quality levels of Intake staff responsible for opening new cases and submit results to Manager through available communication channels.
• Use large web based databases (MMIS,Cognos & Case Tracking, Beacon & MA21) to acquire member eligibility reports, claims history, and case-head information to aid in case coordination.
• Train Intake staff or temporary staff on procedural changes; and provide input to senior staff and software developers on methods to improve or streamline the Intake process.
• Oversee and assist Intake staff with processing incoming and outgoing mail, closed case filing and reporting, and other Unit related duties as requested or required.
• Research relevant case information through the use of web based applications/tools.
• Conduct regular meetings with staff to review essential Unit and operational updates and ensure consistent implementation of Intake policies and procedures.
• Perform other duties as assigned or required.
• Handle inbound and outbound calls with clients, payees and other parties who have questions, concerns, and requests related to the unit.
• Make accurate and timely updates to client case records (demographic, eligibility, and payment details) as necessary and as determined by incoming information from various sources, including submitted forms and documentation, phone calls, external data files and reports, and system queues.

Qualifications

• Bachelor's Degree or equivalent experience
• 1 - 3 years of related customer service or business experience
• Strong analytical, oral and written communication skills
• Proficient in Office and Web-based applications

Additional Information

• Paralegal Certificate
• Ability to Research relevant case information at various Probate Courts
• Familiar with Medicaid operations, policies and procedures pertaining to Casualty Recovery, Estate Recovery and Third Party Liability
• Understanding of legal and medical terminology
• Working knowledge of Microsoft Office
• Demonstrated knowledge of public assistance programs preferably Title II and Title XVI of the Social Security Act and those administered by the department of Transitional Assistance or similar public service agency.
• Case management, client assistance or customer service experience
• Fluency in an additional language, preferably Spanish