Intake Coordinator - Casualty Recovery Program (2026-52020)

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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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Intake Coordinator - Casualty Recovery Program

Job Number: 2026-52020

Category: Administrative Professional

Location: Westborough, MA

Shift: Day

Exempt/Non-Exempt: Exempt

Business Unit: UMass Chan Medical School

Department: Specialty Programs

Job Type: Full-Time

Union Code: Non Union Position - Non Unit Professional (W60)

Num. Openings: 1

Post Date: Sept. 14, 2026

Work Location: Hybrid

Salary Minimum: USD $40,000.00/Yr.

Salary Maximum: USD $54,000.00/Yr.

GENERAL SUMMARY OF POSITION:

Under the general supervision of the Manager, or designee, the Intake Coordinator will act as a liaison between Unit staff, external clients and other key stakeholders. The Intake Coordinator will serve as a resource to the staff in matters concerning the Unit and any other issues as assigned by Management staff. This individual will oversee and assist in the intake process with the goal of investigating, collecting and/or retrieving accurate data from various sources and advising members or their designees/agents about Unit policies and procedures according to applicable regulations.

MAJOR RESPONSIBILITIES:

• Responsible for understanding Intake policies and procedures as they relate to the Unit and updating as necessary.
• Supervise Intake staff and contribute to annual review process.
• Coordinate, monitor, and measure work distribution/productivity/quality levels of Intake staff responsible for opening new cases and submit results to Manager through available communication channels.
• Use large web based databases (MMIS,Cognos & Case Tracking, Beacon & MA21) to acquire member eligibility reports, claims history, and case-head information to aid in case coordination.
• Train Intake staff or temporary staff on procedural changes; and provide input to senior staff and software developers on methods to improve or streamline the Intake process.
• Oversee and assist Intake staff with processing incoming and outgoing mail, closed case filing and reporting, and other Unit related duties as requested or required.
• Research relevant case information through the use of web based applications/tools.
• Conduct regular meetings with staff to review essential Unit and operational updates and ensure consistent implementation of Intake policies and procedures.
• Perform other duties as assigned or required.
• Handle inbound and outbound calls with clients, payees and other parties who have questions, concerns, and requests related to the unit.
• Make accurate and timely updates to client case records (demographic, eligibility, and payment details) as necessary and as determined by incoming information from various sources, including submitted forms and documentation, phone calls, external data files and reports, and system queues.

REQUIRED QUALIFICATIONS:

• Bachelors Degree or equivalent experience
• 1 - 3 years of related customer service or business experience
• Strong analytical, oral and written communication skills
• Proficient in Office and Web-based applications

PREFERRED QUALIFICATIONS:

• Paralegal Certificate
• Ability to Research relevant case information at various Probate Courts
• Familiar with Medicaid operations, policies and procedures pertaining to Casualty Recovery, Estate Recovery and Third Party Liability
• Understanding of legal and medical terminology
• Working knowledge of Microsoft Office
• Demonstrated knowledge of public assistance programs preferably Title II and Title XVI of the Social Security Act and those administered by the department of Transitional Assistance or similar public service agency.
• Case management, client assistance or customer service experience
• Fluency in an additional language, preferably Spanish

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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