Program Assistant, Office of Patient Protection

• 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
• Provide additional administrative and organizational support, as needed.

• Three (3) years of relevant full-time or equivalent part-time, professional experience in a consumer-facing role in the health care industry. 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
• A demonstrated understanding of or interest in the Massachusetts health care landscape.

• 12 paid holidays per year and generous sick, vacation, and personal time
• 75% state paid medical insurance premium
• Health, dental, and vision plans offered through the Group Insurance Commission
• Flexible Spending Account and Dependent Care Assistance programs
• Low-cost basic and optional life insurance
• Retirement savings: State Employees' Pension and a Deferred Compensation 457(b) plan
• Tuition benefit for employee and spouse at state colleges and universities
• Extended sick leave program participation
• Professional development and continuing education opportunities
• Qualified employer for Public Service Student Loan Forgiveness program
• A suite of well-being benefits 

• Actively promoting diversity in our workforce, including greater racial and ethnic diversity, at all levels of the organization;
• Fostering a work environment in which all employees are inspired to do their best, strengthened by their different perspectives, backgrounds, and experiences;
• Ensuring that no employee’s growth, achievement, or advancement is hindered because of race, ethnicity, sex, sexual orientation, religion, age, genetic information, gender identity, pregnancy, veteran status, or disability;
• Holding ourselves to a high standard of inclusion and opportunity that will serve as a model for other public and private employers throughout the Commonwealth;
• Promoting our core values of equal opportunity, equal justice, and inclusion in HPC actions and initiatives.

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