Supervisor Fiscal Intermediary Intake Department

The Supervisor for the Fiscal Intermediary Intake Department is responsible for overseeing the daily operations, staff, and workflow of the FI Intake team to ensure timely, accurate, and compliant processing of department work. Provides leadership, coaching, and performance management to staff while monitoring operational metrics, driving process improvements, and leveraging technology to improve efficiency and service quality. Collaborates with internal and external stakeholders to support organizational objectives, regulatory requirements, and the overall mission of Tempus Unlimited. Actively participates as a member of the department leadership team in support of strategic and operational goals.

• $29 an hour
• Full time at 35 hours a work week
• Monday - Friday
• 8:30am to 4:30pm core hours
• Stoughton, MA location only

Essential Job Functions

Staff

• Train, coach, and develop staff through performance management, employee development activities, and challenging assignments.

• Cross-train staff and build redundant capabilities to ensure operational continuity and workforce flexibility
• Supervise daily activities, workload distribution, and staffing coverage to ensure group and individual productivity.
• Conduct performance evaluations, including annual reviews and ongoing feedback discussions
• Support recruitment, interviewing, onboarding, and training of new employees
• Foster a positive, accountable, collaborative, and customer-focused team culture.

Operations

• Manage staff, workload, and operational priorities to ensure work is completed accurately, efficiently, and in accordance with established service levels.
• Develop, monitor, analyze, and report key performance metrics, productivity trends, quality measures, and departmental outcomes.
• Establish departmental goals and strategies to achieve performance, quality, and operational targets.
• Identify, design, and implement process improvements and technology solutions to enhance efficiency, reduce manual effort, and improve service delivery.
• Ensure compliance with MassHealth, PCA Program, organizational policies, and applicable regulatory requirements.
• Develop and maintain departmental procedures, training materials, and workflow documentation.
• Review operational trends and performance data to identify risks, improvement opportunities, and resource needs.
• Manage escalated participant, surrogate, provider, and stakeholder issues and facilitate timely resolution
• Partner with leadership and cross-functional teams to support organizational initiatives, operational changes, and departmental objectives

Communication

• Coordinate with other functions in payroll & billing to streamline workflows/handoffs
• Lead department meetings
• Liaise with other departments as necessary
• Serve as point of escalation for external contacts
• Encourage and provide free flow of bi-directional communications
• Collaborate with cross-functional and internal teams  
• Prepare and present operational updates, metrics, and recommendations to leadership
• Communicate process changes and organizational updates to staff effectively.

Quality & Compliance

• Support overall mission and objectives of Tempus Unlimited
• Must report all suspected incidents of consumer sexual abuse, physical abuse and neglect to the Disabled Person Protection Commission (D.P.P.C.).
• Ensure adherence to all applicable state, federal, contractual, and organizational policies and regulations.
• Monitor quality metrics and implement corrective actions when necessary.
• Participate in internal and external audits and compliance reviews.
• Promote data integrity and accuracy within departmental processes.
  • Perform other duties as assigned by Assistant FI Director

Requirements

• High School diploma or equivalent preferred
• Minimum 2-3 years of supervisory or team leadership experience preferred
• Strong organizational skills with a high degree of accuracy and attention to detail
• Strong interpersonal skills – telephone skills
• Experience managing operational workflows, productivity metrics, and employee performance.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Teams.
• Strong problem-solving, conflict resolution, and decision-making skills.
• Ability to adapt to new technologies and support change management initiatives.
• Excellent oral and written communication

Other Skills/Abilities

• Familiarity with Intake process & PCA program procedures and regulations
• Ability to maintain confidentiality

Work Environment

This job operates in a professional office environment.  This role routinely uses standard

office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and/or hear.  The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Travel

Travel to company sites and agencies as required.

Other Duties

Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.