Benefits and Eligibility Representative

MASSHEALTH Operations (MHO) is seeking a dynamic customer service-focused professional for the role of Benefits and Eligibility Representative. The selected candidate will work in a productive, fast-paced call center environment, utilizing technology and client management software to review, evaluate and determine applicant eligibility for medical assistance in accordance with MassHealth policy and procedures. Ideal candidates will display exceptional customer service and demonstrate an ability to successfully navigate a direct client-contact relationship.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

• Interview those requesting benefits; help them complete eligibility forms and submit required verifications in order to obtain and validate demographic and financial information.
• Evaluate submitted documents from those individuals under age 65 living in the community to ensure accuracy and completeness and to support the initial and continued determination of eligibility for programs administered by MassHealth Operations (MHO).
• Contact applicants to obtain information not listed on eligibility forms, contact collateral sources of information, and determine immigrant status.
• Review electronic documents, updated demographic, financial, and background data for member eligibility updates and make necessary corrections.
• Reconcile MHO case information with information from other agencies and sources to verify continued eligibility for benefits.
• Respond to member inquiries and provide information regarding eligibility requirements.
• Explain appeal rights, eligibility rules, and procedures to customers, applicants, attorneys, advocates, providers, public officials, external agencies, the public or other parties.
• Represent agency at hearings by preparing and delivering explanations of eligibility determinations.

The selected candidate will be expected to report to the office in-person, five (5) days per week for the first nine (9) months of employment. A hybrid work schedule may be considered at the successful conclusion of this nine-month period.

Required Qualifications:

• Active listening: listening to what other people are saying and asking questions that are appropriate.
• Information ordering: following a given rule or set of rules correctly in order to arrange things or actions in a certain order. The things or actions can include numbers, letters, words, pictures, procedures, sentences, and mathematical or logical operations.
• Comprehension: understanding information and ideas.
• Expression: communicating information and ideas so others will understand.
• Written comprehension: reading and understanding information and ideas presented in writing.
• Written expression: communicating information and ideas in writing so others will understand.
• Evaluating information against standards: evaluating information against a set of standards and verifying that it is correct.
• Problem identification: identifying the nature of problems.
• Adaptability & flexibility: being open to change (positive or negative) and to considerable variety in the workplace.
• Attention to detail: being careful about detail and being thorough in completing work tasks.

Preferred Qualifications:

• Detail-oriented and highly organized, with strong ability to successfully multi-task; capacity to navigate a computer while on the phone.
• Stellar “soft skills” in communication and customer service with proven capability to identify and solve problems.
• Skilled in active listening, while demonstrating the ability to listen to what people say and ask questions when appropriate.
• Ability to display sound judgement coupled with maintaining composure in difficult situations.
• Strong attention to detail with the ability to evaluate and verify information against a set of standards.
• Proficient usage of Microsoft Office products including Outlook, Word, and Excel.

MASSHEALTH Operations (MHO) is seeking a dynamic customer service-focused professional for the role of Benefits and Eligibility Representative. The selected candidate will work in a productive, fast-paced call center environment, utilizing technology and client management software to review, evaluate and determine applicant eligibility for medical assistance in accordance with MassHealth policy and procedures. Ideal candidates will display exceptional customer service and demonstrate an ability to successfully navigate a direct client-contact relationship.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

• Interview those requesting benefits; help them complete eligibility forms and submit required verifications in order to obtain and validate demographic and financial information.
• Evaluate submitted documents from those individuals under age 65 living in the community to ensure accuracy and completeness and to support the initial and continued determination of eligibility for programs administered by MassHealth Operations (MHO).
• Contact applicants to obtain information not listed on eligibility forms, contact collateral sources of information, and determine immigrant status.
• Review electronic documents, updated demographic, financial, and background data for member eligibility updates and make necessary corrections.
• Reconcile MHO case information with information from other agencies and sources to verify continued eligibility for benefits.
• Respond to member inquiries and provide information regarding eligibility requirements.
• Explain appeal rights, eligibility rules, and procedures to customers, applicants, attorneys, advocates, providers, public officials, external agencies, the public or other parties.
• Represent agency at hearings by preparing and delivering explanations of eligibility determinations.

The selected candidate will be expected to report to the office in-person, five (5) days per week for the first nine (9) months of employment. A hybrid work schedule may be considered at the successful conclusion of this nine-month period.

Required Qualifications:

• Active listening: listening to what other people are saying and asking questions that are appropriate.
• Information ordering: following a given rule or set of rules correctly in order to arrange things or actions in a certain order. The things or actions can include numbers, letters, words, pictures, procedures, sentences, and mathematical or logical operations.
• Comprehension: understanding information and ideas.
• Expression: communicating information and ideas so others will understand.
• Written comprehension: reading and understanding information and ideas presented in writing.
• Written expression: communicating information and ideas in writing so others will understand.
• Evaluating information against standards: evaluating information against a set of standards and verifying that it is correct.
• Problem identification: identifying the nature of problems.
• Adaptability & flexibility: being open to change (positive or negative) and to considerable variety in the workplace.
• Attention to detail: being careful about detail and being thorough in completing work tasks.

Preferred Qualifications:

• Detail-oriented and highly organized, with strong ability to successfully multi-task; capacity to navigate a computer while on the phone.
• Stellar “soft skills” in communication and customer service with proven capability to identify and solve problems.
• Skilled in active listening, while demonstrating the ability to listen to what people say and ask questions when appropriate.
• Ability to display sound judgement coupled with maintaining composure in difficult situations.
• Strong attention to detail with the ability to evaluate and verify information against a set of standards.
• Proficient usage of Microsoft Office products including Outlook, Word, and Excel.

About MassHealth :

The mission of MassHealth is to improve the health outcomes of our diverse members, their families, and their communities by providing access to integrated health care services that sustainably promote health, well-being, independence, and quality of life.

For more information about our agency and programs please visit:

MassHealth

MassHealth provides health benefits and help paying for them to qualifying children, families, seniors, and people with disabilities living in Massachusetts. We may offer benefits directly or help ...

To Apply:

Please upload both Resume and Cover Letter for this position when applying. First consideration will be given to those applicants that apply within the first 14 days.

Pre-Offer Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit

Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

ADA Reasonable Accommodation:

If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests

For questions, please contact the Office of Human Resources at 1-800-510-4122 and select option #4.

To Apply:

Please upload both Resume and Cover Letter for this position when applying. First consideration will be given to those applicants that apply within the first 14 days.

Pre-Offer Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit

Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

ADA Reasonable Accommodation:

If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests

For questions, please contact the Office of Human Resources at 1-800-510-4122 and select option #4.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:


At least two years of full-time, or equivalent part-time, professional or paraprofessional experience in social work or social casework, claims adjudication, job placement, recruitment, employment counseling, vocational or rehabilitation counseling, credit investigation, educational counseling, legal advocacy, or legal counseling.


SUBSTITUTIONS:

• A Bachelor's or higher degree may be substituted for the required experience on the basis of two years of education for one year of experience.

• One year of education equals 30 semester hours. Education toward a degree will be prorated on the basis of the proportion of the requirements actually completed.

LICENSES: Based on assignment, travel may be required. Those employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Class D Motor Vehicle Operator's license or the equivalent from another state.

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Official Title : Ben Elig & Refer Soc Wrk (A/B)

Primary Location : United States-Massachusetts-Worcester-50 Southwest Cuttoff

Job : Community and Social Services

Agency : Exec Office Of Health and Human Services

Schedule : Full-time

Shift : Day

Job Posting : Mar 26, 2026, 1:44:00 PM

Number of Openings : 3

Salary : 65,066.30 - 88,610.60 Yearly

If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator : Kendy Derival, [email protected] - 6173488456

Bargaining Unit : 08-SEIU - Local 509 - Social/Rehabilitation

Confidential : No

Potentially Eligible for a Hybrid Work Schedule : Yes