Duties of this position may include, but are not limited to: Monitor the OPP hotline and email inbox, responding to consumer inquiries to assist with questions; Process incoming consumer requests, including entering information into the OPP database, following up for missing information, and scanning documents; Record and organize sensitive personal information into the OPP database, while maintaining hardcopy paper files to track external review requests , open enrollment waiver requests, and other consumer inquiries; Synthesize and review data reported to the HPC through inquiries, waivers, and external review requests for OPP and OGC leadership; Conduct thorough review of internal data to ensure information is correct and complete; Review internal data to report trends and note significant changes to OPP and OGC leadership; Support process improvement efforts through suggesting updates to letter templates and internal procedures under the direction of the OPP Director; and. Some years of experience may be substituted with an associate or a bachelor’s degree; Demonstrated experience working in a consumer-facing and/or professional, administrative environment; Excellent speaking and writing skills, including the ability to communicate with consumers over the phone and to explain complicated concepts; Self-motivation and the ability to work as part of a team; Excellent organizational and time management skills and an ability to be flexible in reprioritizing assigned tasks; Strong attention to detail and problem-solving skills; Microsoft Office proficiency, including Word, Excel, and PowerPoint; Experience using a database or content management system; A strong interest in public service and working to advance affordable, high-quality, equitable health care for all Massachusetts residents; and.