Careers

About the Massachusetts Health Connector

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin, or disability.

Production Support Analyst

The Production Support Analyst will act as a liaison between the Health Connector and the vendors that support a variety of health insurance applications. The Analyst will be responsible for representing the Health Connector’s business needs in a complex and rapidly changing environment. Working closely with the release management and operations teams, the Production Support Analyst will provide daily support, including the triage/analysis of issues and tracking resolution within specified timeframes.

Key Responsibilities:

  • Provide daily production support including process monitoring, triage, issue coordination and tracking resolution within specified timeframes.
  • Serve as liaison to business and technical leads to ensure production incidents are resolved in a timely manner.
  • Collaborate with internal Health Connector staff, business partners and vendor teams to operationalize and maintain new processes.
  • Monitor production process outputs and communicate any issues to the internal and external stake holders for service recovery.
  • Perform write-up reviews and smoke validation of the production processes; coordinate with the SMEs as needed for additional support.
  • Work with the vendor teams to trouble shoot issues and identify the solutions that meet the business needs.
  • Ensure proper prioritization of escalated tickets for Health Connector’s critical business functions.
  • Participate in knowledge transfer to ensure seamless understanding of applications and business processes.
  • Prioritize workload, provide timely and accurate resolutions.
  • Participate in larger teams as a team member, and/or work independently.

Qualifications:

  • Bachelor’s Degree in a related field
  • 1-2 years of experience supporting complex applications, preferably in the health insurance or health care domain
  • Understanding of project lifecycle and SDLC
  • Knowledge and interest in technology, public sector and health insurance markets; specifically, PPACA and state-based health insurance marketplace technology and operations
  • Ability to drive work to completion
  • Outstanding communication, interpersonal and relationship building skills
  • Comfort and ability to thrive in a shifting and fast paced work environment
  • Exceptional analytical skills, ability to learn quickly

Work Setting:

  • This position requires the employee to work on-site in a closed office setting
  • Due to COVID-19, we are currently working from home.
  • Employee may be requested to work an extended day and weekends to meet deadlines

Salary: Salary range is competitive; salary will be commensurate with experience.

If interested: Send cover letter and résumé to Connector-jobs@state.ma.us.

Please note: Due to the requirement of 268A, please complete the Applicant Disclosure Form and return with your application.

About the Health Connector:

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.

Testing Analyst

The Testing Analyst will act as a liaison between the Health Connector operations, policy and technology partners to help test and implement technology solutions that meet business needs. This position includes developing and executing test cases and participating in Joint Application Design (JAD) sessions. Areas covered include product development, back office operations, readiness for annual open enrollment and ongoing operational/IT processes.

Key Responsibilities:

  • Develop and execute test cases, document results and coordinate user acceptance test activities with subject matter experts.
  • Actively manage application defects from inception through resolution, working with business SMEs, application designers, developers and testers to effectively prioritize and drive to resolution.
  • Develop and maintain functional and non-functional requirements and Software Development Lifecycle (SDLC) documentation including Use Cases, project plans, test cases, and business process models.
  • Manual execution of User Acceptance Testing (UAT) cases, capturing and reporting results to Health Connector and external vendor project managers.
  • Participate in defect meetings by providing information required to triage and resolve issues encountered during testing.
  • Participate in project meetings such as Joint Application Design (JAD) sessions, defect triage and test case and/or requirements documentation reviews involving cross-functional teams, key business stakeholders and development managers.
  • Collaborate with internal Health Connector and external vendor project managers and initiative leads
  • Work with small teams of senior business analysts, implementation managers, external vendors and consultants to support HIX/IES implementation activities.
  • Participate in larger teams as a team member, and/or work independently.

Qualifications:

  • Bachelor’s Degree in a related field
  • 1-3 years of project experience, including user acceptance testing, business or technical analysis
  • Experience using HP ALM & JIRA tools (preferred)
  • Automation development and execution experience is a plus
  • Understanding of project lifecycle and SDLC
  • Knowledge and interest in technology, public sector and health insurance markets; specifically, PPACA and state-based health insurance marketplace technology and operations
  • Ability to play a support role within a team and to work independently
  • Outstanding communication, interpersonal and relationship building skills
  • Comfort and ability to thrive in an ambiguous, shifting, and fast paced work environment
  • Exceptional analytical skills, ability to learn quickly

Work Setting:

  • This position requires the employee to work on-site in a closed office setting
  • Due to COVID-19, we are currently working from home.

Salary: Salary range is competitive; salary will be commensurate with experience.

If interested: Send cover letter and résumé to Connector-jobs@state.ma.us.

Please note: Due to the requirement of 268A, please complete the Applicant Disclosure Form and return with your application.

About the Health Connector:

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.

Operations Process and Program Analyst

The Operations Process and Program Analyst (Operations Analyst) will be responsible for supporting the Senior Director for Customer Service in the creation and maintenance of a program to monitor adherence to operational performance objectives. These performance objectives are contained in Service Level Agreements (SLAs), Performance Indicators (KPIs) and Standard Operating Procedures (SOPs).  The Operations Analyst will play a key role in working with CCA and third-party vendors to create a set of leading and lagging indicators for tracking and display in a dashboard.  This dashboard will provide Senior Leadership with visibly into the performance of key processes which drive Customer Satisfaction. This full-time exempt position will interact with members from other teams and disciplines in addition to senior leadership across the Massachusetts Health Connector and its third-party vendors.

The Operations Analyst will have responsibility for:

  • Working with the appropriate CCA Subject Matter Experts (SME) and vendor teams to curate and maintain a set of dashboards which will provide Senior Leadership visibility into operational performance so that, as needed, course corrections can be made in real-time
  • Using information from a variety of sources (operational reports, CCA SMEs, vendor staff) to analyze operational performance which allows CCA SMEs and vendors to problem solve and create options in a timely manner
  • Responsible for coordinating and conducting an array of analyses and operational initiatives in support of Health Connector Customer Service programs and achievement of operational performance targets
  • Supporting the Senior Director for Customer Service and other Senior Leaders in the ongoing management of a governance structure for management of vendor contracts and operational performance across all vendors. This includes agenda management and follow-up.
  • Preparing a daily report for the Executive Director of member service issues (in aggregate, by type) along with the status of mitigations and next steps to remediate.”
  • Writing memos, reports, and other documents for Senior Leadership or Board as needed. Requires accuracy and clarity of facts and presentation
  • Creating and maintaining a catalog of SOPS and process maps plus overseeing a process to ensure SOPs are updated as processes are changed and improved
  • Managing a process across CCA SMEs, vendors and finance to meet timely and accurate contract invoice approval and SLA compliance tracking

Qualifications:

  • Bachelor’s degree required; Masters preferred in Health or Business Administration or a related field
  • Experience in program analysis and ability to present in clear, informative formats for decision making at the Senior Leadership or program level
  • Excellent business judgment, strong written and oral communication skills
  • Proven experience in managing multiple demands in a fast-paced environment
  • Ability to work independently and across teams collaboratively in order to achieve deadlines and deliverables

Work Setting:

  • This position requires the employee to work on-site in a closed office setting
  • Due to COVID-19, we are currently working from home.
  • Employee may be requested to work an extended day and weekends to meet deadlines

Salary: Salary range is competitive; salary will be commensurate with experience.

If interested: Send cover letter and résumé to Connector-jobs@state.ma.us.

Please note: Due to the requirement of 268A, please complete the Applicant Disclosure Form and return with your application.

About the Health Connector:

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.

Financial Analyst

The Financial Analyst will be responsible for supporting analysis of Health Connector financial information. Primary duties will be in the areas of Financial Analysis and Reconciliation; Budget, Accounting and Auditing; and other support functions. The Financial Analyst reports to the Manager of Finance. 

Key responsibilities include:

  • Financial Analysis and Reconciliation
    • Financial analysis, reconciliation, and modeling to support Health Connector programs
    • Reconciliation of monthly financial transactions and invoices, including resolution of any discrepancies
    • Ability to anticipate financial issues, assess business implications and recommend an appropriate action plan
  • Budget, Accounting and Audit
    • Analysis and development of financial recommendations on Health Connector budgets
    • Analysis of enrollment and financial data to track spending and improve forecasting
    • Assist with annual federal and state audits and other reviews
    • Assist with preparation of documents and reports for internal and external stakeholders
    • Update the department’s operating procedures to ensure compliance with all federal and state laws and regulations
  • Other
    • Submission of multiple required financial reports to external stakeholders
    • Peer review of financial and analytical models
    • Assistance with state procurements
    • Assist with monitoring of Financial Integrity controls, report on findings to internal stakeholders and participate in resolution of discrepancies
    • Coordination and documentation of Finance team and other pertinent meetings and activities
    • Performs other duties as needed and assigned 

 Qualifications:

  • Bachelor’s degree in Finance, Accounting, or related field (healthcare knowledge a plus)
  • Proficiency with Microsoft Excel, Word, and PowerPoint (SQL knowledge a plus)
  • Strong analytic and communication skills, both written and verbal
  • Ability to analyze quantitative, as well as qualitative information
  • Attention to detail with strong organizational and document management skills
  • Ability to assess priorities and operate in a flexible manner in order to meet the dynamic needs of the Health Connector
  • Excellent interpersonal skills

Work Setting:

  • This position requires the employee to work on-site in a closed office setting
  • Due to COVID-19, we are currently working from home.
  • Employee may be requested to work an extended day and weekends to meet deadlines

Salary: Salary range is competitive; salary will be commensurate with experience.

If interested: Send cover letter and résumé to Connector-jobs@state.ma.us.

Please note: Due to the requirement of 268A, please complete the Applicant Disclosure Form and return with your application.

About the Health Connector:

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.

Healthcare Contact Center Performance Coordinator

The Contact Center Performance Coordinator, under the direction of the Contact Center Performance Manager, provides day-to-day monitoring of key contact center performance metrics. Contact Center consists of call center, back office, and Customer Interaction Centers (CIC). Metrics are used to inform training needs, trends, and ensure agents are providing best possible service to Health Connector members. The Contact Center Performance Coordinator will serve as a key subject matter expert with knowledge of eligibility, enrollment, and other support functions, and will work closely and collaborative with the vendor responsible for contact center delivery. This is a key role in the delivery of exceptional service to Health Connector members.

Responsibilities include:

  • Monitoring all contact center performance metrics and staffing levels.
  • Provide support and coordination on various projects and activities related to contact center performance, including Open Enrollment ramp-up and performance improvement efforts
  • Under the direction of the manager, develop and prepare data analysis of contact center performance to be used in various forums to inform Senior Leadership of vendor’s performance
  • Monitor contact center service level agreements (SLAs) /key performance indications (KPIs) and recommend appropriate incentives or penalties per contractual agreements with vendor
  • In concert with the contact center team, monitor Customer Satisfaction results, collaborate with vendors on action plan to address negative responses and identify alternative methods to collect and respond to member feedback
  • Support development and/or review of training and communication materials for the contact center
  • Identify, research and report unique and urgent member issues in a timely and professional manner to contact center vendor, including providing guidance on actions needed for resolution
  • Identify member experience trends, assist in root cause analyses, and work with contact center vendor to improve the overall customer experience
  • Participate in Quality Assurance Activities such as call monitoring, case reviews, and call calibration sessions to assess whether the contact center vendor is meeting the needs of the Health Connector and its customers
  • Assist with other contact center and service recovery activities as needed and assigned

Qualifications:

  • The ideal candidate will have a working knowledge of state and national healthcare reform and health insurance. Experience navigating health coverage procedures and applications, preferred.
  • BA or BS required and familiarity with the healthcare industry, public or private, is preferred.

Other desired skills include:

  • Excellent analytical skills, excellent communication skills, both written and verbal, as well as outstanding interpersonal skills and the ability to work with multiple parties and vendors to implement projects
  • Ability to work independently and on a team
  • Ability to navigate and succeed in a fast-paced environment.
  • Commitment to the goals of the Connector and Health Care Reform; ability to support a wide range of constituents in a constructive and informed manner

Work Setting:

  • This position requires the employee to work on-site in a closed office setting
  • Due to COVID-19, we are currently working from home.
  • Employee may be requested to work an extended day and weekends to meet deadlines

Salary: Salary range is competitive; salary will be commensurate with experience.

If interested: Send cover letter and résumé to Connector-jobs@state.ma.us.

Please note: Due to the requirement of 268A, please complete the Applicant Disclosure Form and return with your application.

About the Health Connector:

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.

Appeals Research Associate

The Appeals Research Associate is responsible for facilitating the resolution of administrative eligibility appeals and appeals of the Massachusetts Healthcare Tax Penalty. The role includes responsibility for carrying out the informal dispute resolution process mandated by the Affordable Care Act. The candidate needs to possess well developed outreach and organizational skills and the ability to accurately complete special assignments in a timely manner.

The Appeals Research Associate will be responsible for:

  • Examining received appellant appeals documentation
  • Researching needed information in multiple systems to retrieve and validate data
  • Reviewing and resolving appeal issues in compliance with timeframe mandated by regulations
  • Communicating by telephone and in writing with appellants, their representatives, hearing officers, Connector Operations, Mass Health, the Department of Revenue and individuals to informally resolve appeals
  • Scheduling hearings with hearing officers and issuing hearing notices to appellants
  • Preparing documentation and supporting hearing officers on the day of hearings
  • Proofreading hearing officer decisions prior to issuing determinations to appellants
  • Providing case management to ensure appeal status is documented and case files are complete and up to date
  • Identifying recurring appeal issues to flag for review by Connector Operations
  • Assisting co-workers with administrative tasks as needed

Qualifications:

  • BA preferred.
  • Bilingual Spanish/English abilities are beneficial but not required.
  • Experience in healthcare, commercial insurance, administrative law, databases, conflict resolution, customer service or call center, Medicaid or advocacy work are helpful.
  • Ability to effectively manage workload and adjust to changing priorities.
  • Excellent customer service skills including the ability to ask appropriate questions and actively listen to identify underlying questions and issues (root cause analysis).
  • Solid research skills and experience maneuvering through multiple systems to access files to retrieve and validate data.
  • Proficiency in Microsoft Office.
  • A strong commitment to teamwork and a team environment.

Work Setting:

  • This position requires the employee to work on-site in a closed office setting
  • Due to COVID-19, we are currently working from home.
  • Employee may be requested to work an extended day and weekends to meet deadlines

Salary: Salary range is competitive; salary will be commensurate with experience.

If interested: Send cover letter and résumé to Connector-jobs@state.ma.us.

Please note: Due to the requirement of 268A, please complete the Applicant Disclosure Form and return with your application.

About the Health Connector:

The Commonwealth Health Insurance Connector Authority (Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth.  The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers.  The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal opportunity employer that values diversity as a vital characteristic of its work force.  We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin or disability.

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