Program Coordinator III - Benefit Operations Coordinator

$73,567 - $107,581/Yr

DCS Corporation - Boston, MA

Full-time - Mid Level

Remote - Boston, MA

Merchant Wholesalers, Durable Goods

About the position

The Program Coordinator III - Benefit Operations Coordinator oversees all aspects of the Family and Medical Leave Program, specifically focusing on claims application processing. This role is crucial in managing the overall activities and functions of the claimant application process, ensuring timely review and delivery of application outcomes. The coordinator will develop tracking and reporting procedures and conduct data analysis to enhance service delivery. Additionally, the Program Coordinator III will plan, implement, and maintain processes that comply with state laws and regulations while aligning with agency policies. Working closely with the DFML Senior Manager of Operations and Program Integrity, as well as various internal and external stakeholders, the Program Coordinator III will be responsible for developing policies, procedures, and training aimed at providing a considerate and uncomplicated customer service experience for both employees and the employer community. This position also involves supervising a team of DFML agents, requiring the ability to forecast potential issues and implement necessary corrective actions associated with the DFML application process. The role demands a proactive approach to problem-solving, as the Program Coordinator III will collaborate with others to develop resolutions for any forecasted issues. The mission of the DFML is to implement and run the Commonwealth's Paid Family & Medical Leave program, providing income support to Massachusetts workers and their families during significant life events while ensuring program integrity for employers.

Responsibilities

• Oversees research, investigation, processing, and resolution of Paid Family Medical Leave applications.
• Develops and documents business processes to handle constituent inquiries and respond to requests for information regarding DFML applications.
• Uses collected data to provide comprehensive reports on PFML program specifically to senior management.
• Recommends appropriate changes to internal and external operational procedures through written reports to improve efficiency and effectiveness.
• Provides training and direction to internal employees and state agencies in developing procedures to comply with application process requirements.
• Documents and executes business processes and standard operating procedures for the department.
• Develops and implements standards to be used in monitoring and/or evaluation of DFML application processing.
• Evaluates the efficiency of benefit application operations by compiling and analyzing data from internal and external stakeholders and line operations staff to determine needed improvements in the application process.
• Helps develop and implement program standards in accordance with legislative intent that the law has set forth.
• Responsible for tracking timeliness of all operational staff processing including but not limited to drafting, organizing and reporting data analytics to optimize operational staff efficiency.
• Ensures application processing times remain compliant with regulatory and statutory requirements.
• Helps put together training material and train direct operational reports, also drafts policy content to be signed off on by director.
• Makes daily decisions on escalated employer and employee cases, overseeing DFML workers who process cases.
• Spearheads proposals for system enhancements and helps plan and develop streamlined operational processes.
• Identifies and escalates to director and upper management recommendations for improvements and what to develop within the Department's case management system.
• Conducts direct supervision, including performance management, work assignment and monitoring, etc.
• Performs miscellaneous tasks as assigned.

Requirements

• Bachelor's degree in Business Administration or related field.
• At least four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration.
• At least one year of supervisory experience.
• Demonstrated experience in program management, program administration, program coordination, program planning and/or program analysis.
• Strong organizational skills and the ability to effectively manage multiple assignments, prioritize tasks, and follow through to completion.
• Proficient in Microsoft Office Suite - Word, Excel, PowerPoint, and the ability to compose and format reports in these formats.
• Effective listening and oral and written communication skills.

Nice-to-haves

• Experience working in the public sector, or in health care, human resources or insurance is strongly preferred.
• Knowledge of the principles and practices of human resource management including behavioral techniques, planning, forecasting, organizational development, etc.
• Knowledge of work simplification methods.
• Knowledge of the methods used in the preparation of charts, graphs and tables.
• Ability to analyze and determine the applicability of data, to draw conclusions and make appropriate recommendations.

Benefits

• Comprehensive employee benefits package including health insurance, retirement plans, and paid time off.
• Flexible work environment with options for remote work or hybrid schedules.
• Support for professional development and training opportunities.