Lead Disability Assistant (2026-49708)

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When you join the UMass Chan Medical School team, you join us in advancing together to improve the health and well-being of our diverse communities throughout Massachusetts and across the US and the world. Together, we lead in education, research, health care delivery, and public service. Your life's work is more than a career. It's an expression of your passion, intellect, skill, and drive. UMass Chan"s commitment to excellence, innovation, competitive benefits, and work-life integration will allow you to build a professionally rewarding career as we work together to better or improve the health of people around the globe.

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Lead Disability Assistant

Job Number: 2026-49708

Category: Administrative Support

Location: Westborough, MA

Shift: Day

Exempt/Non-Exempt: Non Exempt

Business Unit: ForHealth Consulting

Department: ForHealth Consulting - Disability Services - W401800

Job Type: Full-Time

Union Code: Union Position-W28-SHARE

Num. Openings: 10

Post Date: April 27, 2026

Work Location: 100% Remote

Salary Minimum: USD $43,222.40/Yr.

Salary Maximum: USD $58,292.00/Yr.

POSITION SUMMARY:

Under the general supervision of the Operations Manager, the Lead Disability Assistant is responsible for the coordination of administrative processing of disability determinations for all in and out of state contracts. This position is responsible for making strategic decisions on case assignment and for keeping cases on timeline. The Lead Disability Assistant is responsible for work flow management and training of Disability Assistants as well as performing those front line functions when necessary to maintain unit production standards. This position is the primary hub for all incoming/outgoing correspondence, disability supplements, and is the primary interface with clients, agencies, and DES staff regarding incoming and outgoing medical information, mail, transportation and records. Decisions made in this area directly impact the timeline for the disability review process, the workload of review staff, and the determination of benefits for all in and out of state agency applicants. The Lead Disability Assistant is a primary customer service interface for DES" SPMP with clients and external agencies.

ESSENTIAL FUNCTIONS:

• Manage unit work flow, assuring the proper numbers of Disability Assistants are assigned to each task on a daily basis.
• Train new and existing Disability Assistants in work functions and job duties.
• Monitor customer service phone queues for adequate coverage and provide call escalation response for front line staff.
• Monitor unit key performance indicators.
• Act as unit Disability Liaison for agency partner inquiries and issues.
• Track priority case requests and ensure prompt completion of work on such cases.
• Initial review of all disability supplements for accuracy, completeness, and alerting SPMP of priority cases and of important clinical information contained in cases.
• Make complex decisions regarding privacy matters associated with the clients case, including determination of who DES may exchange information with regarding the clients case, what information may be mailed, and what is required, by HIPAA, to allow conversations to take place. These decisions are conveyed to SPMP through detailed case notes and individual consultation.
• Determine if requests for information are legally complete, communicate with agencies about cases that do not meet HIPAA requirements for protected healthcare information and consult with SPMP about decisions regarding whether to return to cases to the agencies or clients for further development.
• Telephone contact with clinical treating sources to assure timely receipt of clinical information at the request and direction of SPMP.
• Review information in external databases such as the Massachusetts Medicaid Information System and MassHealth MA21databases in order to identify cases that SPMP could complete quickly.
• Coordinate transportation of clients to consultative examinations and provide feedback to SPMP on unusual circumstances that would impact the review process.
• Make decisions for rescheduling of clients clinical evaluations, based upon agency guidelines and provides input and feedback to SPMP. Explain complex state and federal regulations to clients, agencies and medical providers, answer disability process questions as they arise.
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• 2-Year College Degree in business or a related field
• 5-7 years of relevant office experience
• Demonstrated knowledge of medical terminology or willingness to take a course in Medical Terminology
• Knowledge of HIPAA laws and regulations especially as it refers to the confidentiality of PHI
• Knowledge of Microsoft Office products, Word, Excel, PowerPoint, and Outlook
• Demonstrated ability to monitor and generate reports
• Requires organizational and excellent interpersonal skills, oral and written communication skills necessary to interact with all levels of personnel.

PREFERRED QUALIFICATIONS:

• Experience in a medical setting
• Knowledge of DEScovery database
• Experience working as a member of an inbound/outbound call center
• Experience training staff on complex tasks
• Ability to create power point demonstrations for the purpose of training staff
• Thorough understanding of DESs processes and procedures pertaining to all in and out of state contracts
• Ability to create processes and procedures for new programs as need arises.

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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